Customer Experience Analyst

Description

Are you a problem-solver with a passion for delivering an exceptional customer experience? We're seeking a dedicated and empathetic Customer Experience Analyst to join our dynamic Salt Lake City, UT team. In this pivotal role, you'll be the voice of our customers, resolving complex issues, analyzing data to drive improvements, and ensuring every interaction leaves a positive impact. If you thrive in fast-paced environments and possess a knack for turning challenges into opportunities, we want to hear from you.

Key Responsibilities

• Customer Advocacy & Resolution:
• Act as a primary point of contact for customer inquiries across various channels (phone, email, text), providing prompt and professional support.
• Expertly manage escalated customer issues, addressing concerns related to service, quality, and more with a calm and solution-oriented approach.
• Utilize exceptional empathy and active listening skills to de-escalate challenging situations and build rapport with frustrated customers.
• Proactively implement strategies to enhance customer retention and win back dissatisfied customers, fostering long-term loyalty.
• Data Analysis & Reporting:
• Extract, analyze, and interpret customer interaction data to identify trends, areas for improvement, and key performance indicators.
• Develop and maintain detailed reports using Google Sheets/Excel to track customer satisfaction, service quality, and retention metrics.
• Leverage (preferred) SQL skills to perform advanced data extraction and analysis, providing deeper insights for strategic decision-making.
• Operational Support & Coordination:
• Efficiently schedule technician appointments, ensuring timely service and optimal resource allocation.
• Collaborate closely with management, providing valuable insights and actionable recommendations based on customer feedback and data analysis.
• Maintain accurate and detailed records of customer interactions, complaints, and resolutions for continuous improvement.
• Ensure consistent follow-up with customers to confirm issue resolution and satisfaction.
• Other related duties upon request.
  
  

Qualifications

• Experience:
• Minimum of three (3) years of experience in customer service, with a proven track record of successfully resolving escalated customer issues.
• Proficient in Google Sheets/Microsoft Excel for data analysis and reporting.
• (Preferred) Experience with SQL for advanced data querying and reporting.
• Experience with scheduling or dispatching technicians is a strong plus.
• Skills & Attributes:
• Exceptional verbal and written communication skills.
• Strong problem-solving and analytical abilities with a customer-centric mindset.
• Ability to remain calm and composed under pressure.
• Demonstrated empathy, patience, and emotional intelligence.
• Excellent attention to detail and organizational skills.
• Ability to work independently and collaboratively in a team environment.
  
  
  

Work Schedule

• This position requires a someone in the Salt Lake City, Utah office five (5) days a week. 7:00 AM start time to facilitate early client reporting and support tasks.
  
  
  

PRG Offers The Following Perks And Compensation

• Competitive salary range of $27.00 to $32.00 per hour, commensurate with experience and qualifications.
• Health benefits include medical, dental & vision for you and your dependents on the first of the month following your start date.
• Company-paid Short-term Disability benefits after one year of service.
• 401(k) Plan on the first of the month following your start date with a safe-harbor match after one year of service.
• Supplemental Life Insurance is offered to you and your dependents.
• ClassPass shared cost membership is offered to each employee.
• Paid time off, holiday pay, and a floating holiday so you can enjoy time with your friends and family.
  
  
  

Project Resources Group is an equal-opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Reasonable accommodation may enable individuals with disabilities to perform essential functions.

About PRG

Since 2001, Project Resources Group (PRG) has been at the forefront of the construction management and outside plant damage investigation and recovery services within the telecommunications and utility industries. As a rapidly growing leader in our field, we proudly support a talented team of approximately 750 employees across 20 offices nationwide.

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