Analyst, Customer Satisfaction

Customer Satisfaction Analyst

Overview:

Asurion is a global leader in technology protection and premier support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computer, gaming systems, and more, Asurion provides more than 200 million consumers worldwide with best-in-class premier support, service, repair, replacement, and delivery. The Escalations team works to address inquiries and complaints via multiple channels.

This position works within the Escalations organization and is responsible for all activities including testing and documentation of processes relating to our escalations work and monitoring emerging social media tools and escalations data to identify opportunities and awareness. The Customer Satisfaction Analyst is responsible for researching, documenting, providing documentation and/or reporting to alert and alarm the business for Mobility and Retail, and consulting on technology needs to improve our internal processes to drive better customer satisfaction.

This individual must ensure that all work is performed properly and in a timely manner. Must be able to work a flexible scheduled as business needs demand.

Primary Responsibilities:

• Ability to analyze, diagnose, and resolve reported problems for our clients from Escalations

• Gather data from third-party tools as well as the native platforms to generate monthly reports and recommend improvements to Escalations organization

• Analyze social media and Escalations data sets to tell the larger story and help evolve the overall Complaints and Escalations strategy

• Monitor and track discussion topics for leadership team; prepare weekly/monthly reports to update on predetermined metrics; proactively monitor technology, relevant themes/news stories, and provide suggestions for timely content, proactive notifications to fix emerging issues

• Ability to use consumer data, platform performance, and key social media trends to inform the development of strategies and plans

• Ability to deep-dive into customer complaints to identify root cause and recommend improvements

• Strong analytics, decision making and problem-solving skills

• Excellent computer skills

• Excellent interpersonal communication skills

• Ability to retain detailed information needed to solve complex problems

• Good organizational skills and the ability to handle multiple tasks

• Expert with web-based tools and search engines

• Seeks and attends ongoing training to improve service and learn new products and procedures

• Actively seeks feedback from direct manager, peers and partners

Qualifications:

• 2+ years' experience in the next gen technologies related to cloud, mobile, and social

• Ability to use data to tell a compelling story

• Ability to analyze large data sets and pull out the key insights

• SQL experience a plus

• Strong knowledge of mobile operating systems including Android, iOS, BlackBerry, and Windows Phone

• Expert knowledge of Microsoft Windows and Apple OS X

• Solid computer skills with experience using Microsoft Word, Excel, Access, PowerPoint, Power BI, and Visio

• Proficiency with business software and online tools, and a strong attention to detail to provide the most accurate reports

• Must possess the proven ability to understand our customer's needs and generate creative solutions

• Must have excellent organizational skills and the ability to juggle multiple responsibilities

• Demonstrated problem-solving skills, attention to detail and focus on quality

• Ability to create a design strategy from a training request that will provide the best learning results, based on the learning objectives

• Ability to multi-task and demonstrate a sense of urgency to work within aggressive timeframes

• Strong written and verbal communication skills

Required Education/Experience:

• Bachelor's degree required OR equivalent combination of education and experience

About Asurion:

Asurion is one of the largest and fastest growing subscriber-based businesses in North America. We serve millions of wireless customers worldwide and are the industry leader in Handset Insurance Services, Warranty Management and Equipment Maintenance Services, Debt Protection, Mobile Applications and Roadside Assistance Services. We offer end-to-end solutions. We create it, develop it, sell it and service it. Asurion has been recognized as Ernst & Young Entrepreneur of the Year and as the Association for Corporate Growth's Emerging Growth Company of the Year. To learn more about Asurion please see visit us at www.asurion.com/aboutus/aboutus.html

EOE/M/F/DV


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