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Analyst, Customer Experience - Located in Blooming Grove, NY - Mount Kisco New York
Company: Mediacom Communications Corporation Location: Mount Kisco, New York
Posted On: 04/15/2024
Located in Blooming Grove, NY Position: Analyst, Customer Experience Who we are: Since 1995, Mediacom Communications has become a coast-to-coast presence with operations in 22 states and a team exceeding 4,000 people with the mission of bridging the digital divide between America's major cities and America's smaller regions. The services we offer-faster, more reliable internet service; expanded, free digital and HD TV choices; and superior technology in home security and phone service-are a direct result of our powerful culture of growth and innovation. As we continue to grow, so do our career opportunities. We aim to be at the forefront in delivering easy-to-use, high-tech entertainment, communications, and internet products to the communities we serve. To achieve this, Mediacom Communications seeks talented professionals to partner with us in meeting these challenges and realizing what we can imagine. Take that next step toward your future and join our growing team! Position Overview: The Customer Experience Analyst will be responsible for analyzing the operational performance and user experience of online self-service assets such as the mobile application, customer Support Site, various messaging channels, and internal agent dashboard. In addition, the analyst will interact with other departments to capture and document business requirements for product enhancements and other projects that impact the business. Company Benefits: Along with that rewarding feeling, you'll be given the Power to Succeed in your career while enjoying ongoing training and a generous benefits package designed to be flexible and relevant to your needs. You'll find many advantages to joining the Mediacom team such as: - Health, vision, and dental insurance
- Education Enrichment up to $5,000 per year for qualified employees
- 401(k) with a generous company match
- Paid vacation, holidays, and flex paid time off
- Employee discounts on Mediacom services, where available. In areas where Mediacom services are not available, a reimbursement of internet/cable services are provided
- Training and professional development
- Employee wellness program Position Responsibilities:
- Conduct user acceptance testing on support site, mobile application, messaging channels, Agent Dashboard, E-commerce site, and other platforms and interfaces.
- Analyze self-service transactions and conduct gap analyses to identify system enhancements, platform issues, and new functionalities required to increase self-service resolution rates and improve the overall customer experience.
- Design workflows to increase self-service rates for additional products and services, and improve upon existing self-service workflows.
- Document business requirements and project manage development efforts across self-care assets and agent tools.
- Monitor and report end-to-end channel activity to identify problems, and ensure self-service processes are successful.
- Track, prioritize, escalate, and manage issues to ensure prompt resolution of production issues impacting self-service channels.
- Create customer communications with specific information during weather events, or for other projects that impact the business.
- Assist with developing agent training to ensure compliance with ordering and troubleshooting processes and educate users on self-service tools.
- Assist the CX Team with other projects, as needed. Position Requirements:
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