Customer Engagement Analyst (70004026)
Company: Altice USA
Location: Piscataway
Posted on: October 16, 2024
|
|
Job Description:
OptimumAre you looking to Optimize your life? Start your
exciting path to a rewarding career today!We are Optimum, a leader
in the fast-paced world of connectivity, and we're on the hunt for
enthusiastic professionals to join our team! We understand that
connectivity isn't just a luxury anymore - it's a necessity that
empowers lives, fuels businesses, and drives innovation. A career
at Optimum means you'll be enabling progress and enhancing lives by
providing reliable, high-speed connectivity solutions that keep the
world connected. We owe our success to our amazing product,
commitment to our people and the connections we make in every
community.If you are resourceful, collaborative, team-oriented and
passionate about delivering consistent excellence, Optimum is the
Company for you!We areOptimum!Job SummaryThe Customer Engagement
Analyst is a highly organized professional with the ability to
locate, acquire analyze and interpret data. The Analyst must be
able to spot trends and identify problems and propose new or
improved processes and procedures to ensure departmental KPI's are
met. The major function of this role is to partner with our Field,
Billing and various Business teams to create a best in class
customer experience at the time of installation and mitigate any
potential work order or process defects that could negatively
impact the customer experience. The Analyst will be responsible for
researching, resolving and documenting any issues impacting the end
to end customer journey for further evaluation.
Responsibilities*Perform various call and account studies/audits to
identify root causes for failed installs and low completion
rates.
*Partner with Sales, Care and Billing Departments to ensure that
coding, product rules, and processes are aligned across the entire
footprint
*Work with Construction, Design, OPS and contractors to ensure
install completion rates are met.
*Monitor KPI trends and adjust priorities to meet Sales &
departmental goals
*Interpret, translate, explain, and provide applicable, accurate,
and appropriate information with respect to products, services,
equipment, policies and procedures, account status, marketing
promotions, campaigns, serviceability, service problems, as
needed.
*Research and identify problems with end to end processes
*Review work flows and make recommendations for improvement.
*Review and ensure all Sales processes and procedures are
standardized across all channels
*Ensure end to end processes are in line with Corporate
initiatives
*Special projects as deemed necessary by Business leaders or
Service Recovery ManagerQualifications*Bachelor's degree or
relevant experience required
*Call Center or related experience 5-7 years
*Must be proficient in various applications associated with the
sales order entry process
*Possess analytical skills and the ability to find creative
solutions to complex issues
*Ability to take initiative; proactive without waiting for
direction; strong sense of personal accountability; execute
consistently and with excellence
*Ability to work in a collaborative environment, multi-task and
have a sense of urgency to work within aggressive timelines.
*Must be able to handle multiple projects and meet deadlines
*Commitment to professional and professional growthAt Optimum,
we're fueled by our four core pillars: Taking Ownership, Upholding
Transparency, Creating Community, and Demonstrating Expertise. Our
commitment to empowering employees to take responsibility and
embrace proactive problem-solving underpins Taking Ownership.
Upholding Transparency is at the core of our culture, with open and
honest communication fostering trust among our dedicated team and
loyal customers. Creating Community is more than a goal; it's our
daily commitment to fostering an environment of collaboration,
innovation, and positivity. Demonstrating expertise is a promise we
uphold through continuous learning and engagement with our
customers to consistently deliver top-quality products and
services. These pillars not only shape our culture but define
Optimum as a place of excellence, trustworthiness, and thriving
community, and we invite you to be a part of our journey.If you
have the drive to succeed and are ready to embark on a thrilling
career, seize this opportunity today, and join our winning team, so
together, we'll shape the future of connectivity.All job
descriptions and required skills, qualifications and
responsibilities for a particular position are subject to
modification by the Company from time to time, in the Company's
discretion based on business necessity.We are an Equal Opportunity
Employer committed to recruiting, hiring and promoting qualified
people of all backgrounds regardless of gender, race, color, creed,
national origin, religion, age, marital status, pregnancy, physical
or mental disability, sexual orientation, gender identity, military
or veteran status, or any other basis protected by federal, state,
or local law.The Company collects personal information about its
applicants for employment that may include personal identifiers,
professional or employment related information, photos, education
information and/or protected classifications under federal and
state law. This information is collected for employment purposes,
including identification, work authorization, FCRA-compliant
background screening, human resource administration and compliance
with federal, state and local law.Applicants for employment with
The Company will never be asked to provide money (even if
reimbursable) as part of the job application or hiring process.
Please review our for further details.This position is identified
as being performed in/or reporting to company operations in New
York State. Salary ranges are supplied in compliance with New York
State law. Pay is competitive and based on a number of job-related
factors, including skills and experience. The starting pay
rate/range at time of hire for this position in the posted location
is $64,260.00-$105,570.00/year. The rate/range provided herein is
the anticipated pay at the time of hire, and does not reflect
future job opportunity.
Keywords: Altice USA, Perth Amboy , Customer Engagement Analyst (70004026), Professions , Piscataway, New Jersey
Click
here to apply!
|