Senior Customer Service Analyst - Subscription Programs

Epson America, Inc. • Los Alamitos, CA

2d • $85,322 - $111,984 • Hybrid

About The Position

Epson is seeking a Senior Customer Service Analyst – Subscription to help continuously improve the customer experience for our direct-to-consumer print subscription program. In this role, you will analyze customer interactions, service trends, support processes, and contact center performance to identify opportunities to improve customer satisfaction, engagement, and operational effectiveness. Serving as a customer advocate, you will work closely with internal teams and outsourced service providers to turn customer feedback and operational data into actionable recommendations. You will also investigate escalated customer issues, support quality assurance efforts, and help ensure customer service policies, procedures, and support experiences consistently meet program expectations. This position will be based out of Epson America’s headquarters, with an opportunity for a hybrid schedule.

Requirements

• 5–8 years of experience in customer service operations, customer experience, contact center quality, service analytics, or a related role
• Experience analyzing customer interactions, service trends, customer feedback, and contact center performance
• Experience with contact center quality assurance, including call, email, chat, or transcript review
• Strong analytical and problem-solving skills with the ability to identify trends, root causes, and opportunities for improvement
• Experience developing reports, metrics, and recommendations related to customer satisfaction, service quality, or operational performance
• Experience investigating and resolving escalated customer issues
• Strong understanding of customer service processes, policies, and quality standards
• Experience working with CRM, contact center, call transcription, or quality monitoring applications
• Strong written and verbal communication skills with the ability to provide clear, constructive recommendations and feedback
• Strong relationship-building skills with the ability to collaborate across Service, Product Management, Credit, Operations, and other functional teams
• Customer-focused mindset with the ability to balance customer experience, operational requirements, and business objectives
• Completion of a two-year college, technical, or commercial school program or equivalent experience

Nice To Haves

• Experience collaborating with outsourced contact centers or BPO service providers preferred

Responsibilities

• Identifies product and program trends as they pertain to Service and Support operations and provide recommendations.
• Analyzes support offerings and processes, creates reporting, and provides guidance to enhance customer experience and/or reduce program costs.
• Analyzes and summarizes customer issues, prepares appropriate solutions / offerings to respond to customers.
• Analyzes customer feedback, identify gaps in existing offerings, and provides guidance to increase customer success, enhance customer experience and/or reduce program costs.
• Analyzes the validity of product replacement ordering activities and identify trends.
• Analyzes Contact Center policies and procedures, make recommendations to improve customer satisfaction and/or reduce costs.
• Responds promptly to customer escalations to ensure customer satisfaction and compliance with program requirements.
• Provides input on the creation of procedures/reminders for contact center personnel. Responds to technical support escalations from appropriate department.
• Investigates and reviews escalated customer complaints from appropriate department using CRM and call transcription applications.
• Based on data analysis, provides input to the program managers to improve customer engagement, customer satisfaction, reduce program costs and increase profitability.
• Reviews recorded and live incoming and outbound calls or transcripts as performed by internal contact center staff and/or outsourced vendors and makes recommendations via quality standards and procedures.
• Reviews email and chat sessions completed by internal call contact staff and/or outsourced vendor and makes recommendations via quality standards and procedures.
• Generates reports that highlight customer interactions against goals.
• Understands the entire customer lifecycle process and expectations of service & support staff.
• Coordinates quality calibration meetings between Epson personnel and/or outsource vendors.
• Provides feedback and guidance to modify quality-grading forms to evaluate contact center agents effectively.
• Provides coaching recommendations and feedback to management and/or staff.
• Provides weekly reporting of CS issues and QA analysis and provide recommendations for improvements.
• Performs test calls to ensure established procedures and policies are being followed.
• Partners with Credit & Collections team and outsourced vendors on collections issues and cancellations.
• Builds strong relationships with peers, other departments, and managers to meet company goals and objectives.
• Coordinate with Advanced Product Support (APS) to provide technical support training to the contact center based on QA analysis and new products.
• Work with APS to address customer support issues and ensure policies, procedures, and CRM KB content are created or updated as needed.
• Work with our Customer Account Service (CAS) team to resolve carrier delivery issues for Epson Store and Service customers.
• Work with the Warranty Services and the ESP sales team to verify service plan eligibility and support service plan registration.

Benefits

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date
• Generous paid time off, including sick time, vacation, and holidays
• Income protection plans, including life insurance and short-term and long-term disability programs paid by the company
• 401K plan with company matching
• Educational reimbursement
• Employee assistant program (EAP)
• Adoption assistance
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree