Job description
Job Description:
At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.
The Experience Assurance Analyst I is responsible for capturing customer feedback from various surveys, assuring all aspects of the customer experience are understood, identifying improvement opportunities, and providing leaders with the information needed to ensure high customer experience and innovative business processes. This position assists leaders in assessing associates' performance, technical accuracy, customer service performance, and conformity to company policies and procedures as well as make recommendations for enhancements to policies, processes, and tools as needed for customer experience enhancement.
We are open to hiring remote if we find the right talent in any of these states (AL, AK, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, WA).
What you will do to contribute to the company's success
- Partners with cross-functional leadership to develop, prioritize and track customer experience goals and their key performance indicators (KPIs).
- Partners with project teams to prioritize customer experience opportunities and execute them in an agile manner.
- Review leader coaching evaluations and associate interactions to ensure rubric adherence, coaching alignment and calibration for a successful associate and customer experience.
- Create reports and deliver presentations for various levels of leadership to highlight trends and actionable insights from associate interactions and customers survey sentiment in support of KPI's.
- Coordinates and facilitates leader calibrations and coaching activities to improve customer experience, associate behaviors, service quality, and to achieve organizational strategic goals.
- Provides proactive trend analysis and actionable insights to leaders from quality evaluations for performance coaching opportunities at the team and individual level.
- Analyzes survey sentiment and research to identify trends, key indicators and insights.
- Conducts leadership reviews highlighting coaching evaluation adherence, Net Promoter Score (NPS) and customer satisfaction (CSAT) results and related customer services metrics with key stakeholders.
- Analyzes and correlates Voice of Customer (VoC), quality and Customer Experience team efforts to measurable KPIs such as customer satisfaction, associate quality, service level agreements and churn rate.
- Identifies continuous improvements in the delivery of the customer experience by providing actionable customer insights which create innovations in our customer’s journey, processes, and procedures.
- Supports and co-manages customer survey processes to ensure survey comments are assigned, customers are contacted, and actions are taken to find root cause and resolve. Supports this process by contacting customers and conducting research interviews for feedback.
- Takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization’s Values.
Qualifications
- Associate’s Degree A.A. or equivalent from two-year college or technical school required.
- An equivalent amount of experience may substitute for the education
- 2 years or more in related professional-level customer service, quality assurance, or customer experience role required.
- Experience in a customer service Quality assurance position preferred.
- Experience facilitating meetings and communicating with all levels of leadership preferred.
- Experience in process design preferred.
- Experience with VoC programs and survey methodology preferred.
- Experience in a contact center environment preferred.
- Must have reporting and analytical skills.
- Must be able to build PowerPoint reports which incorporate analytics and trends.
- Ability to facilitate and control a room or meeting and inspire a variety of decision-makers with ease.
- Must be able to maintain a global mind set with strong collaboration approach with peers and stakeholders.
- Must be able to work effectively with all levels within the organization and provide meaningful reports to leadership and various departments.
- Ability to conduct qualitative and quantitative research.
- Must have a “customer-first” mentality and be committed to building and driving a world-class customer experience.
- Exceptional interpersonal and communication (verbal and written) skills, including eloquent writing skills and presentation skills abilities.
- Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Teams) with a general understanding of pivot tables, V-lookups, formulas, and importing of data.
- Results-oriented with a complete willingness to accept accountability for results.
- Must be a self-starter with the ability to multi-task, effectively prioritize, and deliver in a fast-paced, dynamic environment.
Core Competencies
- Committed: Values each and every customer, while working hard to keep their business and support our communities.
- Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
- Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
- Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.
Benefits
Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:
- Medical, dental, and vision plans – start when you start!
- Life insurance (self, spouse, children)
- Paid time off (vacation, holiday, and personal/sick days)
- 401(k) - 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)
- Group Legal plan with Identity Theft Protection
Additional Perks
- Tuition reimbursement (up to $5,250 on 1st year)
- Up to seventy-five dollars a month towards cable and internet services (Phoenix associates)
- Free services for associates who live in serviceable areas
- Annual community support to various organizations across the U.S.
- Associate recognition & awards programs
- Advancement opportunities
- Collaborative work environment
We’re an Award-Winning Organization!
- 2022 Forbes’ “America’s Best Midsized Employers”
Our Commitment
Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.
Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Pre-hire Processes
Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.
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