Job Description
At arenaflex, we're dedicated to delivering an unparalleled customer experience that sets us apart from the competition. As a Customer Experience Analyst, you'll play a vital role in ensuring our customers receive the highest level of service, while also driving business growth and improvement. If you're a self-directed, analytical, and objective individual with a passion for delivering exceptional customer experiences, we want to hear from you. **About arenaflex** arenaflex is a leading provider of innovative solutions and services that empower individuals and businesses to achieve their goals. With a strong commitment to customer satisfaction and excellence, we've built a reputation for delivering exceptional results and exceeding customer expectations. Our team is passionate about creating a positive impact, and we're looking for like-minded individuals to join our journey. **Job Summary** As a Customer Experience Analyst at arenaflex, you'll be responsible for evaluating customer interactions to ensure we're providing an exceptional experience, while also operating within our business standards. You'll function as an expert in our products, policies, systems, and processes, providing valuable insights to the business on performance, trends, and best practices. Your analytical and objective mindset will enable you to assess customer interactions, identify areas for improvement, and develop actionable recommendations to drive business growth. **Key Responsibilities** * **40%: Customer Interaction Assessment** + Utilize independent judgment to assess associates' skill levels, including brand voice, value, empathy, and other key performance indicators. + Determine whether associate behaviors during customer interactions are acceptable for each particular case, using appropriate probing questions, best solutions offered, and proper system actions. * **20%: Oversight and Quality Assurance** + 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. + Facilitate regular QA calibration sessions, track and escalate inappropriate behaviors, and provide actionable insights to leadership teams. * **15%: Collaboration and Liaison** + Function as a liaison between operations and support departments to ensure systems and reporting are functional and accurate. + Provide direct feedback to agents when appropriate, and work closely with leadership teams to drive business growth and improvement. * **10%: Knowledge Development and Maintenance** + Maintain and increase product & process knowledge in order to appropriately score and judge key interaction components. + Stay up-to-date with industry trends and best practices to ensure arenaflex remains at the forefront of customer experience excellence. * **5%: Additional Capacity and Support** + Provide additional capacity to leadership on an as-needed basis for other related and project-based duties, such as strategic projects, large order reviews, behavioral analyses, and more. **Direct Manager/Direct Reports** * This position reports 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, with frequent opportunities 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, with conditions that may 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 years of experience in a related field. **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. **What We Offer** * Competitive salary and benefits package. * Opportunities for career growth and professional development. * Collaborative and dynamic work environment. * Recognition and rewards for outstanding performance. * Flexible work arrangements, including remote work options. **How to Apply** If you're a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply for this job