Customer Account Support Analyst

Dexcom • San Diego, CA

6d • $56,200 - $93,600 • Remote

About The Position

Dexcom Corporation is a global continuous glucose monitoring (CGM) company focused on developing biosensing technology and improving health outcomes. The Customer Account Support Analyst supports quality standards across internal and external collaborators by evaluating customer-facing processes, communications, and resolution of customer issues, then advising the organization on appropriate actions.

The role monitors and scores recorded or live agent calls and other communications between Dexcom or distributors and patients. It checks whether agents follow procedures and use effective practices, supports quality assurance and customer satisfaction calibration, and contributes to training, reporting, and process improvements. The position is home-office based; employees within commuting distance of a Dexcom site may have a hybrid option. Travel is required 5–15%.

Requirements

• Bachelor’s degree or equivalent experience is listed among the call-center experience qualifications.
• At least 6 months of experience as an inbound call center customer service representative is listed among the call-center experience qualifications.
• Analytical ability and strong problem-solving skills.
• Ability to assess individual and team performance.
• Strong written and verbal communication skills.
• Excellent interpersonal and time-management skills.
• Demonstrated project-management skills and a successful record of completing projects.
• Typically requires a bachelor’s degree and 2–5 years of related experience.

Nice To Haves

• Previous call center experience with four or more of the listed qualifications/experience areas.

Responsibilities

• Observe recorded or live agent calls and score them against Dexcom standards.
• Determine whether agents use proper procedures and effective practices to provide excellent customer service and support.
• Complete work assignments by established deadlines and maintain a work schedule that can flex with business needs.
• Host and facilitate internal, external, or QA team calibration sessions, tracking results and attendance.
• Participate in the Quality Assurance CSAT calibration process with clients, monitoring services, and operations.
• Provide the operation with useful CSAT analytics, methods, and practices.
• Ensure appropriate levels of skilled analysts to support company customer-satisfaction goals.
• Support supervisor teams with representative quality execution and calibration sessions.
• Support new-hire quality training and transition.
• Participate in training on new policies to ensure policies are understood.
• Meet QA Analyst reporting and communication requirements.
• Evaluate internal processes, communications, customer-issue resolution, and personnel performance; review results and advise on appropriate actions.
• Meet individual key performance metrics.

Benefits

• Full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Career development through in-house learning programs and/or qualified tuition reimbursement.
• Opportunity to work with life-changing CGM technology in an innovative, industry-leading organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level