Customer Service Insights Analyst 3.7 3.7 out of 5 stars Bartlett, TN 38133 Hybrid work $60,000 - $68,000 a year - Full-time Brother USA 155 reviews Job Company Profile insights Find out how your skills align with the job description Skills Do you have experience in Tableau ? Yes No Education Do you have a Bachelor's degree ? Yes No Job details Here's how the job details align with your . Pay $60,000 - $68,000 a year Job type Full-time Benefits Pulled from the full job description 401(k) 401(k) matching Dental insurance Disability insurance Health insurance Paid time off Tuition reimbursement Show more chevron down Full job description Let's Grow Together Our mission is to live our “at your side” promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it's the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be “at your side” every step of the way. The Analyst, Customer Service Insights gathers, analyzes, and interprets consumer data through customer feedback, survey results, and service interactions to provide valuable insights and recommendations that enhance business decision-making processes. The Analyst, Customer Service Insights collaborates cross functionally to identify consumer behaviors and trends to align Customer Service strategies. Lastly, the role continuously monitors trends, report findings, and recommendations to enhance the customer experience. *** WHAT YOU'LL DO *** Data Analysis Collect, analyze, and interpret consumer data from surveys, feedback and customer interactions and incidents Identify patterns, trends, and behavior to help drive customer service performance Collaborate with cross-functional teams to identify and understand consumer behavior and trends Monitor performance against metrics, KPI's and Survey overall results Customer contact via email, phone, chat, other various channels to gain insight from the customer Reporting Develop and maintain reports, presentations, and dashboards to communicate findings Create trending analysis to propose recommendations and action plans to stake holders Continuously monitor track results for unexpected behaviors for immediate awareness and action Strategic Alignment Conduct regular meetings and presentations to communicate findings and strategic recommendations to management Conduct research on industry trends and technologies to say up to date and suggest innovative approach to customer insights Adopt customer service analytical tools for customer insight processing Develop and maintain knowledge of Brother products and offered services Assist in the development and implementation of customer surveys and data collection to gather actionable insights Facilitate and or participate in any continuous improvement projects *** ABOUT OUR IDEAL CANDIDATE *** Education Bachelor's Degree (or equivalent experience) in data analytics, business, or a related field Experience 3+ years of proven experience in data analysis, preferably in a customer service or insights role 2+ years of customer service experience Software/Technical Skills Knowledge of Data Analytics tactics and best practices Proficiency in data analysis tools (e.g., Excel, SQL, Tableau, or similar) Strong analytical skills with the ability to interpret complex data sets and draw actionable insight Proactive attitude with a passion for understanding consumer behavior and trends Other Skills, Knowledge, & Abilities Excellent communication skills, with the ability to present complex information clearly Detail-oriented with strong organizational skills Ability to work independently and collaboratively in a fast-paced environment Awareness of Project Management Methodologies *** ADDITIONAL DETAILS FOR THIS ROLE *** This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid The salary (or hiring) range for this position is $60,000 - $68,000 per year Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2024/guidebook/ *** WHAT WE OFFER OUR EMPLOYEES *** At Brother USA, we believe in investing in our employees and providing them with an environment that fosters growth, creativity, and a healthy work-life balance. Here are some of the benefits of working with us: Competitive Compensation: We offer a competitive salary and bonus program to reward your hard work and dedication Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance, as well as a 401(k) plan with company match Professional Development: We're committed to helping you grow in your career with opportunities for training and development Work-Life Balance: We support your well-being with flexible work arrangements and a focus on work-life balance Employee Engagement: Join a team that values your contributions and celebrates success together Learn more about our benefits: https://careers.brother-usa.com/benefits Learn more about life at Brother: https://careers.brother-usa.com/lifeatbrother Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit [2]www.brother.com. Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.