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 resolutionRespond 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