Admin, Customer Experience Systems-Level 1

$40,581 - $48,589/Yr

Rise Broadband - Englewood, CO

Full-time - Entry Level

Englewood, CO

Telecommunications

About the position

The Customer Experience Programming Analyst at Rise Broadband is responsible for designing, analyzing, and optimizing customer-facing applications and systems to enhance the overall customer experience and improve productivity. This role serves as the liaison for contact center tools, leveraging data and programming tools to ensure efficient customer interactions that align with business objectives.

Responsibilities

• Continuously monitor and address system performance issues to maintain optimal functionality for tools used in the Customer Experience Service Center.
• Work closely with the Business Information team to facilitate effective data transfer and integration.
• Oversee system configurations and assist in deploying setups for contact center calls routed through existing IVR tools.
• Provide support for special projects and assist operational leaders and agents in resolving system issues related to the IVR.
• Aid the IT department by providing access to system logs, guidelines for monitoring user accounts, and identifying and responding to security incidents.
• Analyze customer interaction data across multiple channels to inform strategies and improvements.
• Develop, test, and maintain customer-facing applications, including chatbots, IVR systems, and online support portals.
• Streamline and automate processes related to customer service and engagement for improved efficiency.
• Implement technologies and tools to enhance response times and reduce friction in customer interactions.
• Participate in the formulation of long-term customer experience strategies, integrating both technological solutions and human touchpoints.
• Work collaboratively with product, marketing, and customer support teams to ensure technology aligns with customer needs.

Requirements

• Bachelor's Degree in Business or equivalent work experience
• 2-3 years previous contact center experience
• Process improvement experience
• Excellent written and verbal communication skills
• Ability to multi-task and manage multiple priorities
• Experience using MS Office, Excel and PowerPoint

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities