Zulily Hiring for Customer Experience Analyst- Remote in OH or PA at Remote Full Time

** REMOTE OPPORTUNITY IN OH OR PA **

Overview:

Identify and determine real-time customer impacts by analyzing contact center reporting statistics and partnering with cross-functional teams to develop recovery action plans and communications.

Responsibilities:

• Analyze contact center statistics/reports to determine potential issues impacting our internal/external customers (e.g., voice of the customer; NPS sentiment; contact trends)
• Develop service recovery action plans for incidents identified pre/post order to mitigate impacts on the customer’s experience
• Responsible for the communication of issues to the front-line representative to ensure they have the tools necessary to answer customer inquiries including advising of actions being taken to improve the customer experience
• Provide reporting to the organization of trends and customer sentiment to help identify potential concerns
• Analysis/Research of contact trends related to return and cancel reason codes to determine process gaps and create action plans to mitigate those gaps
• Build relationships with external business units to drive awareness about how they are impacting the customer’s experience
• Identify and implement new reporting, including visionary concepts for departmental growth
• Assist in the distribution of workload to the Office of the President team to ensure all daily and weekly tasks are completed in a timely manner including ad-hoc requests

Requirements:

• Bachelor’s Degree or equivalent experience in an analytics role for 1+ year
• Must have strong analytical, problem solving, organizational, and administrative skills
• Ability to recognize and quickly act on potential service recovery efforts
• Knowledge of sequence code is preferred
• Knowledge of Customer Service environment preferred
• Ability to be a self-starter that works independently in a secured remote work environment
• Ability to work in a dynamic team environment that is fast paced, leverages cross-functional collaboration, and is ever changing and deadline-oriented
• Ability to present to groups at all levels within the organization
• Possess excellent verbal and written communications skills
• Proficient with Microsoft Windows applications

Job Type: Full-time

Pay: From $64,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Data analytics: 2 years (Required)
• Sequence Code: 1 year (Preferred)
• Retail: 2 years (Preferred)
• Customer Service: 2 years (Required)

Work Location: Remote