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Customer Service Data Analyst

2 months ago

Frankfort, Kentucky, United States VOLT Management Full time
Job Description

Volt Management is seeking a highly skilled Customer Service Data Analyst to join our team in the automotive industry. As a key member of our team, you will play a crucial role in enhancing overall dealer sales and service operations processes to improve dealership performance.

Key Responsibilities:
  • Work with management to develop and implement standards and procedures to enhance overall dealer sales and service operations processes.
  • Develop tracking tools to gauge process improvement and internal department/division and dealer/regional standing versus objective.
  • Support the Sr. Manager, Retail & Customer Feedback, as a Subject Matter Expert (SME) for the Retail Experience Survey Interference Program and the unusual activity report.
  • Investigate, discuss, and document discussions surrounding survey interference and unusual activity.
  • Act as a clearinghouse for many processes, region lists, and signed forms.
  • Support management with the retail-facing customer feedback programs, including collaborating and training field representatives in specific areas of the Retail Experience Survey Program.
  • Support management to report on the Retail Experience Survey Interference Program.
  • Responsible for contact report documentation, maintaining support documentation, and improving the current process of programs.
  • Follow process steps for the survey interference program and enhance unusual activity report understanding with field representatives.
  • Leverage AdobeSign for Dealer interference strike letters.
Requirements:
  • Three years of experience in a similar field preferred.
  • Prior experience at an automotive dealership and/or OEM is preferred.
  • Experience in customer service and process improvement preferred.
  • Knowledge of automotive dealer terminology helpful (e.g., ROs, RDRs, Customer Pay, Warranty, DMS).
  • Completed Bachelor's degree.
Benefits:
  • Volt Management offers benefits (based on eligibility) that may include the following: health, dental, vision, term life, short-term disability, AD&D, 401(k), sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).