Customer Experience Specialist
Intermedia’s Office in the Cloud ™ delivers essential IT services for SMBs and the partners who serve them — including hosted Exchange , Hosted PBX , SecuriSync file sync and share , security, mobility, identity and access management, archiving, instant messaging, conferencing and more. Our services are all pre-integrated, managed from a single control panel, and backed by our famous worry-free experience . Learn more at Intermedia.net .
We’re looking for an individual with experience in and a passion for creating great customer experiences to join our Worry-Free Customer Experience team. The Customer Experience Specialist has strategic and operational responsibilities to ensure Intermedia customers are loyal and satisfied with the Worry Free service. They will leverage feedback from relationship and transactional surveys, touch points and the voice of the customer to help deliver a seamless consistent experience for our partners and customers. The ideal candidate has strong data analysis skills with the ability to dig into the data, interpret customer insights, and work cross-functionally to drive solutions to improve the Worry-Free experience.
Responsibilities
- Use business analytics and intelligence to provide actionable insights to all relevant stakeholders to create and drive change to improve the Customer experience
- Create action plans for each department to track their productivity in customer experience initiatives
- Analyze “voice of the customer” (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
- Review customer feedback daily to get a fundamental understanding of current customer pain points to articulate them to the appropriate business functions
- Manage the NPS closed loop process, ensuring customer follow-up
- Improve our current set of NPS and business analytics reports
- Assist in the creation and implementation of an NPS dashboard to measure and track progress against key NPS metrics for the business
Qualifications
- Bachelor’s degree or equivalent experience
- 2+ years of experience in a customer experience role using business analytics with Net Promoter System data
- Project Management skills
- Excellent written and verbal communication skills
- Strong business analysis, strategic thinking, problem solving, collaboration, presentation, and influencing skills
- Ability to define problems, collect data, establish facts, and draw valid conclusions
- Ability to communicate expectations and requirements equally well with business and technology teams, and capacity to write well-reasoned and data-driven proposals, performing your own data analysis as needed
- Ability to partner and work in a team environment to achieve consensus for accomplishing goals.
- Excellent proficiency with Microsoft Excel and PowerPoint
- Previous experience with call centers preferred
*LI-MG2
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