Contractors’ Warehouse —
CUSTOMER EXPERIENCE ANALYST

The Customer Experience Analyst evaluates our customer interactions to ensure we are providing an exceptional experience, while also operating within the business standards. The ideal candidate must be self-directed and maintain an unbiased, analytical, and objective mindset. The Customer Experience Analyst functions as an expert in company products, policies, systems, and processes so they are able to accurately assess customer interactions and provide valuable insight to the business on performance, trends and best practices.

Key Responsibilities:

• 40% Utilize independent judgment to assess associates’ skill levels, (brand voice, value, empathy, etc.), and determine whether associate behaviors during customer interactions are acceptable for each particular case (appropriate probing questions based on customer issue, best solution offered, proper system actions, etc.)
• 20% Ensure appropriate oversight of customer interactions by assessing a minimum number of interactions per agent on a monthly basis, raising the number of interaction assessments on an individual basis as needed, and performing ad hoc audits/reviews
• 15% Facilitate regular QA calibration sessions, track and escalate inappropriate behaviors, and provide actionable insights to leadership teams, while providing direct feedback to agents when appropriate
• 10% Function as a liaison between operations and support departments to ensure systems and reporting are functional and accurate
• 10% Maintain/increase product & process knowledge in order to appropriately score and judge key interaction components
• 5% Provide additional capacity to leadership on an as-needed basis for other related and project-based duties (strategic projects/initiatives, large order reviews, behavioral analyses, etc.)

Direct Manager/Direct Reports:

• This position repots to the GCC Director of Performance.
• This position has no direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Conditions could produce mild discomfort on occasion.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Proficiencies with phone systems, order processing systems, Salesforce, and other common contact center systems
• Experience in the window coverings industry

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor’s degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 5

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Excellent Communications skills, both oral and written
• Self-directed and high levels of accountability to meeting and exceeding expectations/deadlines
• An unbiased, analytical, and objective mindset
• Must demonstrate exemplary organizational skills
• Ability to multi-task and carry out duties independently
• Flexible and adaptable; able to work in an ever changing, fast-paced environment