Customer Satisfaction Analyst II

Division or Field Office:

Experience & Customer Service Division

Department of Position: Center of Excellence Dept 

Work from:

Armory Building, Erie PA  Salary Range:

$60,677.00 - $96,925.00 *

salary range is for this level and may vary based on actual level of role hired for

*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.

 

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia. 

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:

• Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
• Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
• Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
• 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
• Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
• Career development. Including a tuition reimbursement program for higher education and industry designations.
   

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

 

Position Summary

Under moderate supervision, responsible for leveraging a wide range of analytical tools to uncover and communicate opportunities to improve the customer’s experience with products, platforms and services.  Monitors various customer feedback platforms and language services.  Analyzes trends and responds to inquiries as appropriate.  Utilizes change management to introduce and integrate customer satisfaction and languages services into business operations. Uses customer feedback data to drive more impactful insights and recommendations.

 

• The successful candidate will work from the Armory, Erie PA
• Successful candidate's primary focus will be to collect, analyze, and report customer feedback across ERIE.
• You will gather both quantitative and qualitative data.
• A successful candidate will be highly organized in a fast-paced environment and has experience with data.
• In this role you will show creativity, presentation, and spreadsheet skills.

Duties and Responsibilities

Voice of the Customer

 

Designs customer feedback surveys and/or receives customer feedback to obtain customer satisfaction data from a number of sources, such as; surveys, directed questionnaires, customer usage data, social media, unsolicited feedback, and focus groups, to identify and analyze business issues and opportunities for customer satisfaction and language services.

 

Applies analysis, customer feedback, and web design techniques to develop and improve websites for customers.

 

Organizes and analyzes customer satisfaction data to identify trends, statistics, and issues to be analyzed for stakeholders to create and monitor resolution plans to increase customer satisfaction, KPIs, and other strategic/business decisions increase customer satisfaction, KPIs, and other strategic/business decisions.

 

Researches and uses competitive comparisons and metrics to increase customer satisfaction, KPIs, and other strategic/business decisions.

 

Monitors and evaluates multiple sources of voice of the customer (VOC), social media and language  services, including but not limited to; customer surveys, frontline staff input, product reviews, feedback on the website and social media content to identify and assess gaps in the customer experience.

 

Acts independently or engages appropriate SME to resolve customer concerns, as quickly and accurately as possible, to improve the customer experience.