One of our valued clients in the energy industry is seeking a Digital Analyst with Customer Service experience for a 12 month contract role in Detroit, MI.
Seeking candidates who fit the below requirements:
Analyst will interpret and analyze data from our digital channel operations (Web site, mobile app, kiosks) and complete reporting on results from channel operations
Two years’ experience in a Customer Service or Communications position or (Customer Service experience an asset) Excellent verbal and written communication skills. - Ability to rely on instructions and pre-established guidelines to perform required tasks. - Ability to identify and help implement continuous improvement of processes, skills, and customer service interactions. - Ability to adapt to a fast-paced Contact Center (digital channel and CSR channel) environment, problem-solving and strong analytical abilities. - Strong computer and computer software knowledge, skills, and abilities and ability to navigate multiple applications in a windows environment. Strong knowledge of social and collaboration tools in professional environment (e.g. Facebook/Twitter/etc. and Chat/Co-browse/etc.). Utilize coaching, guided tour and other techniques to provide assistance in helping a customer navigate web site, complete transaction and find relevant information. Document suggestions, problems and technical issues and route to appropriate groups for follow up. Escalate complaints and other customer's issues per process. Collaborate and share knowledge and lessons learned with team and broader contact center utilizing huddles, knowledge forums, etc. Regular and punctual attendance and flexibility for work schedule changes due to the nature of this role.
Two years each of the following:
Ability to analyze and interpret customer survey data for digital operations (web, mobile apps)
Ability to survey data and create appropriate trend charts for management review
Ability to analyze service desk tickets and a root cause and summary response
Ability to troubleshoot real time channel issues