Customer Experience Analyst I
$47,840–$56,160 year
On-siteBuffalo, New York, United States
Job Summary
Respond promptly to customer feedback via review forums, email, phone, chat, and social media while professionally triaging internal and external concerns for expedient resolution. Maintain comprehensive documentation of interactions, tag root causes on survey feedback, and collaborate with cross-functional teams to enhance overall customer satisfaction. Identify and suggest improvements to existing customer service, operations, and sales processes to boost efficiency. Track complaints to ensure timely resolution and recommend customer advocates for testimonials and referrals. Utilize CRM software to support efficient workflows and participate in Voice of Customer campaigns to derive insights.
Required Qualifications
- Bachelor's degree in business, marketing, statistics, data science, or a related field
- 1-3 years' customer service experience
- 1-3 years' escalation and conflict management/resolution experience
- Ability to read, write, speak and understand English
- Clear and effective communication skills, both written and verbal, to interact with customers and internal teams on both technical & non-technical topics
- A genuine commitment to understanding and meeting customer needs, with a focus on delivering positive experiences
- Previous experience or familiarity with customer service principles and best practices
- Familiarity with customer relationship management (CRM) software and other relevant tools to track and manage customer interactions
- Ability to identify issues, troubleshoot problems, and collaborate with teams to implement effective solutions
- Previous customer service experience
- An agile, hard-working, and self-starter mentality
- Detail-oriented with excellent organizational skills
- Ability to work collaboratively in a cross-functional & hybrid team environment
Desired Qualifications
- Automotive Experience
- 1-3 years' customer service experience (at the Specialist/Lead level)
- Salesforce specifically
- Previous experience in the automotive industry
- Multi-lingual (Spanish)
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