Job Description - Customer Service Analyst
Customer Service Analyst
5297 W Copans Rd, Margate, FL 33063, USA
Req #11932
Monday, April 8, 2024
Customer (https://cottonwoodcanyonhc.com/director-staff-development/) Service Analyst
Customer Service Analyst is responsible for assessing and auditing the quality of the performance of our customer-facing teams. They will monitor inbound and outbound calls to assess team member demeanor, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures as well as making recommendation for enhancements to training materials as needed to enhance the overall customer
Duties and Responsibilities
Analyze/audit inbound and outbound customer calls to identify areas of service delivery that did not meet pre-established performance standards
Coordinate and conduct targeted group training sessions for new hires and as needed for performance improvement
Provide structured and timely feedback to team leadership and management
Investigate customer complaints and issues, provide corrective and preventative actions
Prepare and analyze internal and external quality reports for management staff review
Perform other duties as assigned
Job Qualifications Required
2-3 years call center experience
Excellent verbal, written, and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer service
Exceptional listening and analytical skills
Solid time management skills
Education, Knowledge, Skills and Abilities Preferred
Bachelor degree a plus
Must be proficient with Microsoft Office
Job Type: Full-time
Other details
Pay Type Hourly
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5297 W Copans Rd, Margate, FL 33063, USA
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