Customer Experience Analyst I: CX Insights

Colonial Group; Buffalo (NY); Hybrid; USD 50,000 - 75,000; Full time

Job summary

Colonial Group is seeking an Analyst I, Customer Experience to monitor customer sentiment, triage concerns, and follow up on survey feedback. You will support communication channels and assist in implementing customer-centric initiatives.

You will maintain accurate records, collaborate with cross-functional teams, and help enhance satisfaction. A Bachelor's degree and 1-3 years in customer service are expected; Salesforce experience is a plus; bilingual Spanish is a bonus.

Qualifications

• Bachelor’s degree in business, marketing, statistics, data science, or a related field.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Respond promptly to customer feedback across channels including email, phone, chat, and social media.
• Triage issues presented by customers to expedite resolution.
• Maintain comprehensive documentation of customer interactions, feedback, and resolutions.
• Identify improvements to customer service, operations, and sales processes to enhance efficiency and effectiveness.
• Collaborate with cross-functional teams for consistent customer communication.

Skills

Customer service

Communication

CRM software

Salesforce

English fluency

Multilingual Spanish

Education

Bachelor's degree in business, marketing, statistics, data science, or related field

Tools

Salesforce CRM

Job description

Colonial Group is seeking an Analyst I, Customer Experience to monitor customer sentiment, triage concerns, and follow up on survey feedback. You will support communication channels and assist in implementing customer-centric initiatives.

You will maintain accurate records, collaborate with cross-functional teams, and help enhance satisfaction. A Bachelor's degree and 1-3 years in customer service are expected; Salesforce experience is a plus; bilingual Spanish is a bonus.