Customer Insight Analysis Coordinator

What will you do?

• Using our quality standards, evaluate and measure the customer experience provided to external and internal customers through phone, email, chat and SMS using the OARS (Observe, Analyze, Report, Solve) process
• Analyze and report data including trends and areas needing improvement from OARS evaluations
• Improve customers’ experience as measured by CIA observation results and analytics
• Collaborate with other teams to reduce customer friction through root cause identification and problem solving

What skills and abilities are needed to be successful?

• Minimum 3 years of experience in Quality Assurance or Customer oriented experience is preferred
• Ability to demonstrate an understanding of excellent customer service, high level of professionalism and confidentiality
• Ability to meet deadlines, multi-task and prioritize to achieve desired results
• Have strong interpersonal, verbal and written communication skills
• Strong analytical skills and attention to detail
• Able to self-manage day-to-day responsibilities and problem solve independently
• Adaptable to change
• High level of integrity and accountability
• Ability to diagnose root cause of problems and determine cause and effect relationships to resolve, provide recommendations and solutions
• Proficiency with required technology is crucial (PC, online applications and Excel)
• Meet all work from home requirements (PC/MAC, high speed internet access, location to work at home)

What are the benefits (the list is long)?

• Work a flexible, full time schedule while maintaining communication with the team manager and attending required meetings
• The opportunity to grow and develop with a trail-blazing, legendary, digital luxury retailer 
• Quarterly contact center culture club activities that engage and involve all our remote associates 
• Regular virtual Town Halls to learn about company initiatives and offer the opportunity to interact with senior managers and executives   
• On-going training to refresh or update your skills 
• Annual Customer Service Week celebration including online games and prizes 
• Generous employee discount and access to regular employee only sales 
• Community involvement, Employee Hardship Assistance Fund, and a Matching Gift program 
• The opportunity for company recognition through a variety of Company –wide employee recognition programs 
• Working for an employer that values diversity and inclusion 
• Other benefits (Health, 401K match, company Paid holidays and vacation)