Sr. Customer Care Representative

Maytronics • Duluth, GA

12h • Onsite

About The Position

Maytronics North America is seeking a Senior Customer Care Representative focused on Business Analysis & Quality Insights to support its Customer Care organization and outsourced contact center partner. The role turns Customer Care data into actionable insight, with a primary focus on business analysis, interpreting operational performance, identifying trends and root causes, and recommending practical improvements. Quality assurance is a secondary function, providing interaction-level evidence that informs analysis. The role also supports complex escalations and works closely with leadership, training, reporting, and outsourced partner teams. This is an in-office position based in the Duluth, Georgia office and requires direct phone support as needed.

Requirements

• At least 3 years of experience in customer care, contact center operations, or a related environment.
• High school diploma or GED.
• Experience in business analysis, performance reporting, or customer experience analysis.
• Strong analytical and problem-solving skills, including the ability to identify trends and communicate findings clearly.
• Advanced proficiency in Microsoft Excel and Microsoft Office applications.
• Strong written and verbal communication skills and attention to detail.
• Ability to work independently, manage competing priorities, and collaborate across departments.
• Experience with Salesforce, contact center platforms, or quality monitoring systems.
• Knowledge of contact center KPIs, including SLA, AHT, QA, CSAT, NPS, and repeat contacts.

Nice To Haves

• College degree or equivalent experience preferred.
• Quality assurance experience is a plus.

Responsibilities

• Analyze Customer Care performance data to identify trends, recurring issues, and operational risks.
• Evaluate relationships between quality results, CSAT, NPS, repeat contacts, and service performance.
• Lead root-cause analysis of complaints, operational defects, and service failures.
• Build operational reports, dashboards, and leadership presentations.
• Support Annual Operating Plan preparation by compiling data, identifying trends, and developing supporting materials.
• Track improvement initiatives and corrective actions, measuring whether changes improve performance.
• Present findings and data-driven recommendations to Customer Care leadership.
• Conduct quality evaluations of phone, email, and chat interactions.
• Partner with the outsourced Quality Management team on calibration sessions and consistent scoring standards.
• Monitor quality scores, critical errors, and new-agent readiness.
• Recommend coaching, training, or process corrections based on quality findings.
• Handle first- and second-level escalations involving complex issues, repeat failures, and warranty concerns, documenting actions and resolutions accurately.
• Identify recurring escalation trends and recommend preventive actions.
• Participate in vendor performance reviews and support rollout of new products, processes, and policies.
• Provide backup coverage for reporting, training, and operations during high-volume periods or absences.
• Provide direct phone support as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED