Application Deadline: 10/31/2024 or until position filled.

The Customer Experience Programming Analyst is responsible for designing, analyzing, and optimizing customer-facing applications and systems to enhance the overall customer experience and improves productivity. This role involves serves as the contact center tool liaison leveraging data, programming tools, and various customer service technologies to ensure seamless and efficient customer interactions that align with business objectives.

Essential Duties/ Responsibilities 

System Performance Monitoring: Continuously monitor and address system performance issues to maintain optimal functionality for tools used in the Customer Experience Service Center.Data Collaboration: Work closely with the Business Information team to facilitate effective data transfer and integration.System Configuration Management: Oversee system configurations and assist in deploying setups for contact center calls routed through existing IVR tools.Project Support: Provide support for special projects and assist operational leaders and agents in resolving system issues related to the IVR.IT Collaboration: Aid the IT department by providing access to system logs, guidelines for monitoring user accounts, and identifying and responding to security incidents. Collaborate tracking performance issues across contact center tools. Data Analysis: Analyze customer interaction data across multiple channels (e.g., call center, mobile apps, website) to inform strategies and improvements.Application Development: Develop, test, and maintain customer-facing applications, including chatbots, IVR systems, and online support portals. Coordinate with system vendor professional services and account management. Process Automation: Streamline and automate processes related to customer service and engagement for improved efficiency. Evaluates efficiency with the quality assurance department to enable productive system design.Tool Implementation: Implement technologies and tools to enhance response times and reduce friction in customer interactions.Strategic Development: Participate in the formulation of long-term customer experience strategies, integrating both technological solutions and human touchpoints.Cross-Department Collaboration: Work collaboratively with product, marketing, and customer support teams to ensure technology aligns with customer needs. Coordinate with Learning and Development identifying processes and procedures to support quality and meeting performance goals.

Job Requirements

Bachelor’s Degree in Business or equivalent work experience 2-3 years previous contact center experienceProcess improvement experience important for the roleExcellent written and verbal communication skills with a strong ability to communicate effectively with customers and internal staff.Ability to multi-task and manage multiple priorities Experience using MS Office, Excel and PowerPoint primarily Intermittent weekend and after hour work may be necessary 

Working Conditions:

Employee remains in the sitting position for prolonged hours. Employee is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear on a regular basis. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception and the ability to adjust focus. Working conditions may include being in an open (shared) cubicle/workspace area. 

 

Disclaimer:

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned. 

Please feel free to view our Benefits at the following link: https://www.risebroadband.com/careers/benefits