Senior Customer Service Analyst

Location: Coconut Grove, Fl, United States
Date Posted: 01-23-2018
Open Education is seeking an experienced data analyst to join our Customer Experience Team. The focus of this position is to provide data, reporting, statistical analysis and recommendations which will help inform our understanding of student issues, provide evidence for improvements to student service, and identify ways to better engage our students. The data analyst will work with the customer experience team on projects that sit at the intersection of technology and service. This person will have a firm grasp on data collection, statistical analysis, and visualization techniques.
The customer experience Analyst will be responsible for collecting and maintaining accurate customer service database information, and for using this information to help make sound business decisions. This includes consolidating all customer service-related information (customer survey data, NPS scores, Quality monitoring scores, etc.), analyzing trends, identifying critical issues, and documenting changes.
Additionally, the customer experience analyst will provide support in creating dashboards that provide visibility to key service KPIs and contribute with the implementation of service-focused initiatives within the organization. In this role, the customer experience analyst will work closely with both the Product team and the Business Intelligence team, to generate needed data reports, integrate service databases and provide business recommendations based on data analysis.
The customer experience analyst is also expected to work with appropriate systems to recommend process improvements as needed (Salesforce, Five9, Callminer, etc).
The customer experience analyst reports to the director of customer service, and provides analytical support to all service-related areas.
Skill sets needed
  • Analytical Skills: Needs to be able to work with large amounts of data: facts, figures, and number crunching. They need to see through the data and analyze it to find conclusions.
  • Communication Skills: Needs to be able to clearly summarize and present findings, translating the data to easily communicate complex ideas.
  • Critical Thinking: Need to be able look at the numbers, trends, and data and come to new conclusions based on their findings.
  • Proactive: Needs to be able to work independently and proactively find needed data sets, propose new ways of obtaining needed information, and work closely with other business units to achieve desired department goals. Analyst must be able to locate and define new process improvement opportunities.
  • Attention to Detail, Thoroughness, and Follow-Through: Needs to be vigilant in their analysis to come to correct conclusions.
  • Knowledge of data warehousing technologies and data mining computational methods
  • Experience with visualization tools.
  • Analyze large-scale data sets
  • Develop and evaluate predictive models to identify key factors that contribute to student success
  • Work closely with the Customer Experience & Business Intelligence team to develop a system of reports, metrics, and visualizations to support evidence-based decision-making resulting in improvements that enhance student engagement and promote excellence in student service.
  • Create reports and queries in the Company’s visualization tool for use by the Customer Experience team
  • Identify, analyze, and interpret trends or patterns in complex data sets.
  • Develop and implement data analyses, data collection systems and other strategies that optimize statistical efficiency and quality.
  • Develop business recommendations based on close data analysis.
  • Acquire data from primary or secondary data sources. Model data using new and existing tools.
  • Implement and maintain data quality control systems.
  • Gather and maintain customer service databases.
  • Develop and implement KPI dashboards.
  • Track customer service trends, identifying areas of improvement.
  • Work closely with the Service and Quality teams in Colombia to integrate findings and affect change where needed.
Minimum Qualifications:
  • A B.Sc. degree in Computer Science, Data Science, Mathematics, Statistics, Information Management or other relevant field that uses quantitative data analysis. Master’s degree preferred.
  • Minimum of three (3) years of demonstrated experience in the management and analysis of data, preferably focused on customer service or customer experience. OR, any equivalent combination of education and/or experience from which comparable knowledge, skills, and abilities have been achieved.
  • Advanced knowledge of Microsoft Excel. Ability to perform advanced functions and formulas.
  • Proficient in Microsoft Office suite.
  • Fluent in English & Spanish
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