Customer Service Data Analyst
Job Number: 4281
External Description:
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
About This Role
If you thrive in a fast-paced environment and are looking for an opportunity to help contribute to our mission to provide best-in-class customer service by leveraging Customer feedback to drive process improvements, then we have an opportunity for you!
Key Responsibilities:
Support all Customer Experience Program Surveys and Operational Excellence continuous improvement activities including:
- Analyze NPS and other customer feedback data to enhance customer satisfaction.
- Evaluate survey feedback, directing relevant issues to the appropriate departments for resolution.
- Identify process improvements and opportunities for agent coaching.
- Monitor and identify trends in agent performance KPIs over time.
- Lead, coordinate, and participate in continuous improvement initiatives, such as Kaizen, VSM, and 5S.
- Provide regular and ad-hoc reports to leadership and functional groups supporting daily operations, quality, quarterly presentations, and ongoing improvement efforts.
- Oversee the employee recognition program based on customer feedback and presentation of Customer Experience awards.
- Aid in crafting and disseminating Customer Experience program newsletters and communications.
- Assist in supporting other Operational Excellence projects and initiatives.
Required Qualifications:
- High school diploma/GED.
- 5+ years’ experience in data analytics
- 3+ years’ experience in Customer Experience, NPS and Continuous Improvement Methodologies.
Preferred Qualifications:
- Six Sigma Certification or Carrier Excellence Associate Certification
- Advanced data analytics expertise
- NPS or equivalent customer experience program experience
- Proficiency in NPS platforms like Qualtrics
- Professional interaction with internal and external customers
- Customer service experience
- Expertise in continuous improvement
- Experience with Salesforce, SharePoint, Five9, Workforce Management tools, and Power BI
- Proficient in Microsoft Word, Excel, PowerPoint, Visio, Outlook, Teams, and OneDrive
- HVAC industry familiarity
- Strong written, verbal, and presentation skills
- Effective collaboration in a team-oriented environment
- Adept at multitasking in a fast-paced setting
- Diligent attention to detail in written and visual content
- Exceptional follow-through for on-time project delivery
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RSRCAR
Job Number: 30134406
Community / Marketing Title: Customer Service Data Analyst
Location_formattedLocationLong: New York, US