Customer Experience Analyst - Kansas, Independence

The announced job offer is made public by the firm: coolsys and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.

It is announced that they have a job offer at the category of Array and the jobs location is in the state of Kansas at the city Independence, in the country US - at this current ZipCode: 67301

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Description

Customer Experience Analyst

We are looking for a Customer Experience Analyst to identify opportunities to improve the customer experience by analyzing data through customer scorecards, managing critical voice-of-the-customer listening tools (such as post-service experience surveys) and reporting within the customer experience.

CoolSys is the parent company of market-leading operating businesses that provide a full spectrum of best-in-class service experiences and solutions to the retail, commercial, and industrial refrigeration, and HVAC industries. Our valued and dedicated employees are at the heart of our continued growth and success. We invite you to be part of that growth!


ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for monthly NPS scorecard analytics as well as NPS program management.
• Perform analysis on available data including voice of the customer (VOC) listening tools (such as surveys like NPS), operational metrics, and other variables to identify relationships, trends, and opportunities for improvement for the company
• Perform root cause analysis, including sample audits and text-data mining, to determine drivers of both dissatisfaction and satisfaction.
• Responsible for curating and distributing national account customer scorecards for select accounts.
• Recommend improvements based on business cases created from findings
• Conduct regular audits to ensure surveys are offered when expected or desires
• Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates
• Perform analysis on anomalies in data to address challenges and maintain regular flow of VOC data
• Generate the internal reports used to analyze productivity and efficiencies of programs or operational processes. Identify and analyzes trends to support Customer Experience initiatives. May revise existing reports or develop new reports in response to changing strategic initiatives or methodologies.
• Monitor and track performance of CX enhancements launched, including NPS and business metrics
• Perform ad hoc analysis and/or participate in projects as needed to ensure success of customer experience initiatives
• Analyze future customer experience opportunities and develops new opportunities for measuring engagement and experience.
• Performs other duties as assigned.

JOB REQUIREMENTS

• Education and/or experience equivalent to 1-3 years in Customer Service and/or Sales Analytics.

• Ability to use typical business tools including E-Mail, Word, Excel, etc. Advanced Excel Skills are required.

• Strong cognitive skills and experience with root cause analysis.

• Ability to search for, find, collect, analyze, interpret, and evaluate information that is relevant to CX, and communicate findings.

• Preferred knowledge of CX specific metrics, measurements, and analytics

• Familiarity with voice-of-the-customer programs, Net promoter scores and other customer satisfaction measurements.

• Strong interpersonal skills with the ability to communicate clearly and effectively with internal clients/stakeholders.

Benefits

• Working with a nationwide diverse company that promotes from within.
• Excellent healthcare, dental, vision with HSA and FSA
• 401k match (50% - up to 8%)
• Yearly performance appraisals
• 
  CoolSys is an Equal Employment Opportunity employer
  
  
• Pre-employment background screening (criminal and DMV) as well as post-offer drug testing (including for marijuana) is required for all positions. The Company will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.

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