Customer Service Data Analyst

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About This Role

If you thrive in a fast-paced environment and are looking for an opportunity to help contribute to our mission to provide best-in-class customer service by leveraging Customer feedback to drive process improvements, then we have an opportunity for you!

Key Responsibilities:

Support all Customer Experience Program Surveys and Operational Excellence continuous improvement activities including:

• Analyze NPS and other customer feedback data to enhance customer satisfaction.
• Evaluate survey feedback, directing relevant issues to the appropriate departments for resolution.
• Identify process improvements and opportunities for agent coaching.
• Monitor and identify trends in agent performance KPIs over time.
• Lead, coordinate, and participate in continuous improvement initiatives, such as Kaizen, VSM, and 5S.
• Provide regular and ad-hoc reports to leadership and functional groups supporting daily operations, quality, quarterly presentations, and ongoing improvement efforts.
• Oversee the employee recognition program based on customer feedback and presentation of Customer Experience awards.
• Aid in crafting and disseminating Customer Experience program newsletters and communications.
• Assist in supporting other Operational Excellence projects and initiatives.

Required Qualifications:

• High school diploma/GED.
• 5+ years’ experience in data analytics
• 3+ years’ experience in Customer Experience, NPS and Continuous Improvement Methodologies. 

Preferred Qualifications:

• Six Sigma Certification or Carrier Excellence Associate Certification
• Advanced data analytics expertise
• NPS or equivalent customer experience program experience
• Proficiency in NPS platforms like Qualtrics
• Professional interaction with internal and external customers
• Customer service experience
• Expertise in continuous improvement
• Experience with Salesforce, SharePoint, Five9, Workforce Management tools, and Power BI
• Proficient in Microsoft Word, Excel, PowerPoint, Visio, Outlook, Teams, and OneDrive
• HVAC industry familiarity
• Strong written, verbal, and presentation skills
• Effective collaboration in a team-oriented environment
• Adept at multitasking in a fast-paced setting
• Diligent attention to detail in written and visual content
• Exceptional follow-through for on-time project delivery

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RSRCAR