Customer Relations Analyst I

General Summary

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.

Principal Duties and 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

Experience and Education

• 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.

Required Skills, Abilities, Soft Skill Factors

• 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.