Experienced Customer Experience Analyst – Driving Exceptional Customer Interactions at arenaflex
At arenaflex, we're committed to delivering an unparalleled customer experience that sets us apart from the competition. As a key member of our team, the Experienced Customer Experience Analyst plays a vital role in ensuring that our customers receive the highest level of service, while also driving business growth and excellence. If you're a self-directed, analytical, and objective individual with a passion for customer experience, we want to hear from you.
About arenaflex
arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to achieve their goals. Our mission is to deliver exceptional customer experiences that exceed expectations, while fostering a culture of innovation, collaboration, and growth. With a strong commitment to excellence, we're dedicated to making a positive impact in the lives of our customers, employees, and the communities we serve.
Job Summary
The Experienced Customer Experience Analyst is responsible for evaluating customer interactions to ensure that we're providing an exceptional experience, while also operating within business standards. This role requires a high level of analytical and objective thinking, as well as excellent communication and interpersonal skills. As a key member of our team, you'll work closely with operations and support departments to ensure that systems and reporting are functional and accurate.
Key Responsibilities
• 40% Utilize independent judgment to assess associates' skill levels, (arenaflex voice, value, empathy, etc.), and determine whether associate behaviors during customer interactions are acceptable for each particular case (appropriate probing questions based on customer issue, best solution offered, proper system actions, etc.) • 20% Ensure appropriate oversight of customer interactions by assessing a minimum number of interactions per agent on a monthly basis, raising the number of interaction assessments on an individual basis as needed, and performing ad hoc audits/reviews • 15% Facilitate regular QA calibration sessions, track and escalate inappropriate behaviors, and provide actionable insights to leadership teams, while providing direct feedback to agents when appropriate • 10% Function as a liaison between operations and support departments to ensure systems and reporting are functional and accurate • 10% Maintain/increase product & process knowledge in order to appropriately score and judge key interaction components • 5% Provide additional capacity to leadership on an as-needed basis for other related and project-based duties (strategic projects/initiatives, large order reviews, behavioral analyses, etc.)
Direct Manager/Direct Reports
• This position reports to the GCC Director of Performance.
- This position has no direct reports.
Travel Requirements
• Typically requires overnight travel less than 10% of the time.
Physical Requirements
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.
Working Conditions
• Located in a comfortable indoor area. Conditions could produce mild discomfort on occasion.
Minimum Qualifications
• Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications
• Proficiencies with phone systems, order processing systems, Salesforce, and other common contact center systems
- Experience in the window coverings industry
Minimum Education
• The knowledge, skills, and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Preferred Education
• No additional education
Minimum Years of Work Experience
• 5
Preferred Years of Work Experience
• No additional years of experience
Minimum Leadership Experience
• None
Preferred Leadership Experience
• None
Certifications
• None
Competencies
• Excellent Communications skills, both oral and written
- Self-directed and high levels of accountability to meeting and exceeding expectations/deadlines
- An unbiased, analytical, and objective mindset
- Must demonstrate exemplary organizational skills
- Ability to multi-task and carry out duties independently
- Flexible and adaptable; able to work in an ever-changing, fast-paced environment
What We Offer
At arenaflex, we're committed to providing a comprehensive benefits package that supports the well-being and success of our employees. Some of the benefits we offer include:
- Competitive salary and bonus structure
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Professional development opportunities and training programs
- Collaborative and dynamic work environment
How to Apply
If you're a motivated and results-driven individual with a passion for customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! [Apply to this job](https://careers.arenaflex.com/job/22245787/customer-experience-analyst-remote?utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) Apply for this job