Customer Experience Analyst

Founded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group-- the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 7 successful locations launched nationwide in under 3 years. Jacuzzi Bath Remodel combines our premium materials, knowledgeable sales team, experienced in-house certified installers and over 60 years of proven excellence to deliver the highest standard of customer satisfaction.

The Customer Experience Analyst is responsible for process improvement including gap analysis, quality assurance of calls and continuous education/training of the Customer Care Team.

This position starts $65,000+ depending on experience.

KEY RESPONSIBILITIES

• Monitor and evaluate customer interactions, including phone calls and emails, to ensure quality standards are met
• Oversee the day-to-day operations, ensuring effectiveness and compliance with established processes
• Create/improve department processes and training tools to align with business expectations
• Collect and analyze data related to operations, performance metrics, and key performance indicators (KPIs).
• Produce reports while analyzing data to identify trends and patterns; conduct quarterly reviews.
• Collaborate with Customer Care Management to implement quality improvement initiatives
• Conduct root cause analysis on data quality issues, develop corrective action plans.
• Participate in ongoing training and development of Customer Care Team to address any process issues, productivity issues, and work on continuous improvement.
• Utilize comprehensive knowledge of Operations to efficiently execute and oversee critical procedures, ensuring customer satisfaction.
• Work closely with other departments (such as finance, marketing, and operations) to achieve organizational goals'

Requirements

• Previous experience with process improvement within a call center or customer service environment
• Strong Operations knowledge (with a preference for experience in Manufacturing Operations)

• Strong knowledge of call center operations and quality monitoring techniques
• Excellent analytical and problem-solving skills
• Strong attention to detail

• Excellent communication and interpersonal skills

• Proficient in using CRM and call center software
• Ability to work independently and as part of a team

Benefits

• Full medical, dental, vision, life, and disability insurance plans
• Paid vacation and holidays
• Paid Training
• 401(k) retirement savings program, with matching.
• Advancement Opportunities