Customer Engagement Analyst (70004026)

$64,260 - $105,570/Yr

Altice USA - Bethpage, NY

Full-time

Bethpage, NY

Telecommunications

About the position

The Customer Engagement Analyst at Optimum is responsible for analyzing and interpreting data to enhance the customer experience during installations. This role involves collaborating with various departments to identify trends, resolve issues, and propose improvements to processes that impact customer satisfaction. The Analyst will ensure that key performance indicators (KPIs) are met and will document any issues affecting the customer journey for further evaluation.

Responsibilities

• Perform various call and account studies/audits to identify root causes for failed installs and low completion rates.
• Partner with Sales, Care and Billing Departments to ensure that coding, product rules, and processes are aligned across the entire footprint.
• Work with Construction, Design, OPS and contractors to ensure install completion rates are met.
• Monitor KPI trends and adjust priorities to meet Sales & departmental goals.
• Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products, services, equipment, policies and procedures, account status, marketing promotions, campaigns, serviceability, service problems, as needed.
• Research and identify problems with end to end processes.
• Review work flows and make recommendations for improvement.
• Review and ensure all Sales processes and procedures are standardized across all channels.
• Ensure end to end processes are in line with Corporate initiatives.
• Special projects as deemed necessary by Business leaders or Service Recovery Manager.

Requirements

• Bachelor's degree or relevant experience required
• 5-7 years of Call Center or related experience
• Proficient in various applications associated with the sales order entry process
• Possess analytical skills and the ability to find creative solutions to complex issues
• Ability to take initiative; proactive without waiting for direction; strong sense of personal accountability; execute consistently and with excellence
• Ability to work in a collaborative environment, multi-task and have a sense of urgency to work within aggressive timelines
• Must be able to handle multiple projects and meet deadlines
• Commitment to professional and personal growth

Benefits

• Competitive salary based on skills and experience
• Opportunities for professional growth and development
• Collaborative work environment
• Commitment to diversity and inclusion
• Employee empowerment and ownership culture