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Customer Service Analyst

Company: Senior PsychCare
Location: Houston
Posted on: January 16, 2022

Job Description:

The Customer Service Analyst analyzes the customer service department's operation and provides recommendations on ways to improve productivity and customer satisfaction. Using various data sources such as customer satisfaction reports, surveys and complaint logs, Customer Service Analyst will develop strategies and techniques to enhance the service department's effectiveness. They may also work directly with customers helping to troubleshoot issues and resolve customer dissatisfaction.

  • Work collaboratively with the Business Intelligence team to create tools to collect and analyze customer service data
  • Use data mining tools to collect data for further research and analysis
  • Manipulate data using data analysis tools to help discover trends and forecast possible customer quality or service issues
    • Generate and deliver easy to understand reports or presentations from data gathered
    • Offer suggestions and direction from data analysis to help guide organization decision-makers
    • Collaborate with different teams and departments to provide expertise and insight
    • Work directly with management to training new department team members, update continuing education documentation as well as training material
    • Present actionable information and insights to team members and management
      • Gather and analyze data in order to understand problems and address them proactively
      • Customer Service Analysts are Responsible for using data mining tools to collect data for further research and analysis
      • Gathering data and doing research to ensure customer issue resolution
      • Use customer service data, observations and market trends and reports to get a clear picture of the department's operations and provide management with ways to improve it.
      • Must also be able to translate their findings into easy-to-understand reports or presentations for management and provide process improvement strategies.
        • Work closely with subject matter experts, marketing teams or management to develop and implement plans.
        • Responsible for training employees in new processes and strategies to help with process improvement initiatives.
        • Training field staff representatives on ways to improve customer satisfaction.
          • Will work with multiple departments to be successful in exchanging information.
          • Will learn and be proficient in all Electronic Medical Record systems that the organization is partnered with.
          • Capable of communicating in multiple methods like video, chat, phone to achieve customer satisfaction.
          • Will keep all customer facing reports and metrics up to date.
            • Data entry, document uploading/downloading, file management will be daily activities.
            • Remain knowledgeable in the operations and computer systems to provide comprehensive support.
            • Will communicate with insurance companies on processing patient data collected.
              QUALIFICATIONS/REQUIREMENTSCustomer Service Analysts should possess fantastic interpersonal skills and be excellent communicators. Staying calm under pressure and having wonderful customer service skills are also important. They must also work well with minimal supervision and be highly organized.
              • Bachelor's degree
              • Minimum of three years' experience as an analyst and/or programming required, with project management or leadership responsibilities highly desired
              • Proficient in Microsoft Office 365 Suite
                • Knowledge of customer service practices
                • Experience in mediation and conflict resolution techniques
                • Data analysis experience
                • Knowledge of research practices
                • Experience working in customer service or sales
                  • Experience in Healthcare information Systems environment preferred.
                  • Knowledge of personal computers and PC application and development software desired
                  • Working knowledge of data analysis and visualization tools, such as Microsoft PowerBI and Tableau (preferred)
                  • Functional experience with database and spreadsheet software, such as MySQL and Excel (Preferred)
                  • Experience performing various forms of online research
                    • Currently knowledge of or ability to quickly learn data mining tools and techniques
                    • Significant attention to detail and an ability to quickly spot and fix problems
                    • Detail-oriented and a strict attention and appreciation for deadlines as well as the ability to multitask and prioritize
                    • Advanced problem-solving and analysis skills
                    • Excellent oral and written communication skills
                      • High level of organization and detail-orientation
                      • Strong work ethic and willingness to take initiative
                      • Good attitude toward teamwork as well as the ability to work independently
                        WHAT WE OFFER:

                        • Competitive salary, commensurate with experience
                        • Comprehensive benefits package including:
                        • Medical
                        • Dental
                        • Vision
                        • Short and Long Term Disability
                        • Life Insurance
                        • 401(k)
                        • Paid Time Off

Keywords: Senior PsychCare, Houston , Customer Service Analyst, Hospitality & Tourism , Houston, Texas

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