Customer Relations Analyst I

Elevate•Fort Worth, TX

About The Position

The Customer Relations Analyst I is primarily responsible for timely and effective resolution and accurate documentation of complaints received directly from customers/consumers. The Customer Relations Analyst will use their authority and sound decision-making skills to balance consumer and company interests and determine how best to resolve issues; sometimes bending or breaking the rules or straying from generally accepted processes to resolve a complaint. Through observation, tracking and analysis, the Customer Relations Analyst will identify errors, gaps and opportunities, compile data and present compelling arguments to support recommendations for: front line training and knowledge database improvements, product features and enhancements, process improvements, and customer education and self-service tools that will ensure a prime customer experience.

Requirements

High School diploma or equivalent
3+ years of customer service and/or complaint escalation/resolution experience (in regulated industry preferred); with demonstrated ability to calm and de-escalate sensitive customer situations with empathy, understanding, and calm resolve.
Solid research skills, including gathering and analyzing information or data from multiple sources, differentiating critical from non-critical information, and making actionable recommendations.
Strong critical-thinking and problem-solving skills with the ability to think under pressure, evaluate alternatives, identify innovative solutions, and make actionable recommendations.
Outstanding organizational and planning skills with ability to prioritize workload, manage multiple competing tasks, and provide appropriate follow-up/through.
Ability to build and maintain effective relationships through strong interpersonal skills and consistent demonstration of solid professional judgment and principled behavior.
Passion: An innate care and concern for the customer and a passion for ensuring customers and their experience with our products are our number one priority.
Communication: Polished and professional communication in both verbal and written form. Able to compose correspondence to communicate with applicable tone and intent, proper sentence structure, grammar, and spelling.
Ethics and Responsibility: Acts with dignity and respect, expressing empathy, care and compassion towards customer frustrations while upholding or maintaining company integrity
Flexibility/Adaptability: Demonstrates adaptability. Works effectively in faces of stress, ambiguity, difficult situations and changing priorities.
Champion of change through their support of the company’s ongoing efforts to resist the status quo.
Ownership: Achieve successful results by focusing on performance that enhances the customer experience and apply a sense of urgency in their efforts to create value for the company.
Is proactive in identifying opportunities for improvement in process, policies and customer service solutions.
Teamwork: Builds effective working relationships and collaborates as a team player, using positive flow of communication when voicing concerns.

Responsibilities

Take lead role in accurately and timely researching, resolving, and responding to complaints received directly from a customer/consumer.
Provides quality customer service during calls and written customer interactions; communicates with appropriate tone and intent, proper sentence structure, grammar, and spelling.
Maintains a thorough understanding of all aspects of Elevate Products, process, procedures and relevant regulations.
May receive guidance on complex problems, but independently determines and develops approaches and solutions.
Partners with various internal teams and/or contact center staff to determine merit of complaint allegations.
Evaluates internal business processes as they relate to complaint activities and recommends solutions for identified errors, gaps, and opportunities.
Identifies opportunities to ensure a prime customer experience and champions these efforts in the day-to-day activities of the organization.
Recommends and assists in changes to best practices.
Monitors and acts upon social media comments, inquiries, and customer contacts.
Follows and applies documented procedures; documents and secures necessary approvals for making exceptions when necessary to resolve highly sensitive or high-risk issues.
Communicates complaint related adverse events to senior management.
Perform other duties or tasks as assigned