Customer Experience Analyst

Vortex Optics - Barneveld, WI (30+ days ago)4.7


Every Vortex product that leaves our door is covered by our Very Important Promise Warranty. The Vortex VIP Warranty simply means, if you ever have a concern, issue or want to order a Vortex product, you will be met with a customer experience that will exceed all expectations! Our promise is unlimited, unconditional and lasts a lifetime. Whether your Vortex role is in Sales, Customer Service, IT, Marketing, Finance, NPD or Operations, every day starts with supporting that promise and PUTTING THE CUSTOMER FIRST!

The Customer Experience Analyst provides technical and systems support of collecting, managing, analyzing, and reporting on all customer channels within the contact center. The Analyst supports the Customer Experience Manager in partnering with cross-functional teams to identify what influences and improves customer satisfaction to enhance the customer experience, strengthen our brand, and enable operational efficiencies.

What You’ll Be Doing

  • Provide technical support to our Customer Experience Team
  • Strong emphasis on creating efficiencies in systems and workflow
  • Develop a reporting and metrics scorecard
  • Track and analyze call volume to help determine staffing needs
  • Develop and implement initiatives to improve the customer experience
  • Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers
  • Evaluate and prioritize customer inquiries to better serve the customers
  • Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
  • Maintain history records and related documentations for future reference
  • Maintain relationships with other internal departments as well as client base to improve business performance
  • Conduct training to customers and internal staffs on company products and services
  • Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed
  • Address customers in a professional and respectful manner
  • Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary
  • Maintain the internal and external customer databases
  • Analyze customer data to develop tools and processes to increase satisfaction
  • Maintain up-to-date knowledge on customer business areas
  • Maintain broad knowledge about company’s products and services
Experience and Skills Needed

  • Strong technical skills, including Microsoft Office Suite, SAP, and contact center systems (phone, chat, email, etc.)
  • Knowledge of contact center and customer service practices
  • Experience in mediation and conflict resolution techniques
  • Data analysis experience
  • Knowledge of research practices
  • Analytical skills
  • Demonstrated success of effective solving of challenging customer issues under tight timelines
  • Ability to work with functional groups and different level of employees to effectively and professionally achieve results
  • Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively
  • Strong organizational skills; ability to accomplish multiple tasks within the agreed upon timeframes through effective prioritization of duties and functions in a fast-paced environment
  • Strong track record of building and maintaining solid relationships with internal and external customers and vendors
  • Self-motivated; able to work both independently to complete tasks and respond to department requests and with others to utilize their resources and knowledge to identify high quality solutions
  • In-depth proficiency working in Microsoft Excel, including formula writing, function usage, conditional formatting and standard keyboard shortcuts; thorough understanding of pivot tables and v-lookups is a must
What’s In It For You

  • Great medical and dental benefits
  • Paid vacation and holidays
  • Dynamic and dedicated team
  • Casual and flexible work environment
  • Employee discounts on industry leading products
  • The ability to chart a long-term career path
About Vortex Optics

Vortex Optics is a dynamic, growing and fast-paced organization, focused on providing our customers with an experience unsurpassed by anyone. Our employees thrive in situations that require demonstrating our core values:

Customer is King

Willingness to Shovel Snow

Long-Term Thinking

Family

Appreciation

Innovation

  • Must already be authorized to work in the United States on a full-time basis for any employer
**This job will be based in Barneveld, WI.