Customer Experience Analyst I

Who we are looking for:

The Analyst I, Customer Experience role is a critical position in the Customer Experience (CX) department and reports directly to the Sr Manager, Operations & CX. As a Customer Experience Analyst I, you will keep a pulse on customer sentiment by triaging internal & external customer concerns as well as executing meaningful survey feedback followup & root cause tagging. You will play a pivotal role in ensuring seamless customer interactions by facilitating communication channels, and supporting the implementation of customer-centric initiatives. Your responsibilities will include maintaining accurate customer records and collaborating on specific customers & issues with cross-functional teams to enhance overall customer satisfaction.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Develop an understanding of the company, industry, and ACV dealer customers. Establish and maintain a sharp understanding of customer needs and competitive offerings.
• Respond promptly to customer feedback through various channels, including review forums (e.g. - Google business, Apple Store, Google Play) email, phone, chat, and social media.
• Professionally triage issues presented by internal or external customers to expedient resolution
• Respond to customer feedback on cadenced customer surveys and triage related issues in a timely manner.
• Have meaningful conversations with customers to understand the root cause for expressed concerns & ensure feedback points are tagged accordingly. Educate and manage expectations with customers as needed.
• Participate in ad-hoc Voice of Customer (VOC) campaigns as needed to derive customer insights on specific topics of inquiry.
• Collaborate with cross-functional teams to ensure consistent and effective communication with customers on issues.
• Maintain comprehensive documentation of customer interactions, feedback, and resolutions.
• Identify and suggest improvements to management for existing customer service, operations, and sales processes to enhance efficiency and effectiveness.
• Track and follow up on customer complaints or concerns, ensuring timely and satisfactory resolution.
• Utilize customer relationship management (CRM) software and other tools to track customer interactions and support efficient workflows.
• Recommend to management customer advocates who can positively influence the company's reputation through testimonials, case studies, or referrals.
• Support the development and execution of customer experience projects and initiatives.
• Support the creation and distribution of customer communications, newsletters, and other relevant materials.
• Perform other duties as assigned.

What you will need:

• Bachelor’s degree in business, marketing, statistics, data science, or a related field required.
• Automotive Experience Preferred
• 1-3 years’ customer service experience (at the Specialist/Lead level, preferred).
• 1-3 years’ escalation and conflict management/resolution experience.
• Ability to read, write, speak and understand English.
• Clear and effective communication skills, both written and verbal, to interact with customers and internal teams on both technical & non-technical topics.
• A genuine commitment to understanding and meeting customer needs, with a focus on delivering positive experiences.
• Previous experience or familiarity with customer service principles and best practices.
• Familiarity with customer relationship management (CRM) software and other relevant tools to track and manage customer interactions. Salesforce specifically is a plus.
• Ability to identify issues, troubleshoot problems, and collaborate with teams to implement effective solutions.
• Previous experience in the automotive industry a plus.
• Multi-lingual (Spanish preferred) a plus.
• Previous customer service experience required.
• An agile, hard-working, and self-starter mentality.
• Detail-oriented with excellent organizational skills.
• Ability to work collaboratively in a cross-functional & hybrid team environment.

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