Customer Service System Analyst

Job Summary

The Customer Service System Analyst provides production support, troubleshooting, scheduling, and process improvement oversight for the contact center's infrastructure across the organization. The role ensures delivery of a seamless, high-quality omnichannel experience for all constituents and codes new contact center functionality within the infrastructure platform to resolve daily contact center issues. The role also facilitates and manages the planning, scoping, change management and communication of contact center related projects, training, and required meetings and with a view into all customer interactions.

Job Responsibilities

• Analyzes customer service system data to identify trends and areas for improvement, including tracking customer service metrics, such as call volume, wait times, and customer satisfaction scores.
• Collaborates with business stakeholders to identify system issues and provide solutions, such as troubleshooting technical issues, recommending system improvements, or working on cross-functional projects to improve customer experience.
• Develops and maintains customer service performance metrics to measure effectiveness, such as first contact resolution rates, response times, and customer satisfaction scores, to identify areas where customer service systems can be improved and ensure that customer service agents are meeting performance targets.
• Develops and maintains documentation for customer service system processes and procedures, including creating training materials, process maps, and standard operating procedures to ensure consistency and efficiency across the organization.
• Creates and delivers training materials to improve customer service agent performance, such as developing training modules on product knowledge, customer service skills, and communication techniques, specifically tailored for the insurance industry.
• Monitors and reports on customer service system performance to management, providing regular reports on key performance indicators and recommendations for improvement.
• Provides recommendations to management on customer service system improvements, based on data analysis and industry best practices, to enhance the customer experience and improve operational efficiency.
• Conducts root cause analysis on customer service system issues and develops and implements corrective actions, including identifying the underlying causes of customer service issues and implementing solutions to prevent future occurrences.
• Works with IT and vendor partners to ensure that customer service systems are configured to meet business needs, such as testing and implementing system updates and ensuring that systems are integrated and functioning properly.
• Ensures compliance with regulatory requirements related to customer service operations, including reviewing and updating customer service system procedures to ensure adherence to state and federal regulations.

Job Qualifications

• 0-3 years of experience in Customer Service Systems or a related field.
• Bachelor's degree in Business, IT or a related field and/or commensurate experience.

Location

Remote

Behavioral Competencies

• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Nimble Learning

Technical Skills

• Customer Service Applications
• Insurance Industry Knowledge
• Troubleshooting
• Data Analysis
• Customer Experience Improvement
• Customer Service Management
• CRM Software
• Documentation

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.