Customer Experience Analyst

• Customer Advocacy & Resolution: 
• Act as a primary point of contact for customer inquiries across various channels (phone, email, text), providing prompt and professional support.
• Expertly manage escalated customer issues, addressing concerns related to service, quality, and more with a calm and solution-oriented approach.
• Utilize exceptional empathy and active listening skills to de-escalate challenging situations and build rapport with frustrated customers.
• Proactively implement strategies to enhance customer retention and win back dissatisfied customers, fostering long-term loyalty.
• Data Analysis & Reporting: 
• Extract, analyze, and interpret customer interaction data to identify trends, areas for improvement, and key performance indicators.
• Develop and maintain detailed reports using Google Sheets/Excel to track customer satisfaction, service quality, and retention metrics.
• Leverage (preferred) SQL skills to perform advanced data extraction and analysis, providing deeper insights for strategic decision-making.
• Operational Support & Coordination: 
• Efficiently schedule technician appointments, ensuring timely service and optimal resource allocation.
• Collaborate closely with management, providing valuable insights and actionable recommendations based on customer feedback and data analysis.
• Maintain accurate and detailed records of customer interactions, complaints, and resolutions for continuous improvement.
• Ensure consistent follow-up with customers to confirm issue resolution and satisfaction.
• Other related duties upon request.

• Experience: 
• Minimum of three (3) years of experience in customer service, with a proven track record of successfully resolving escalated customer issues.
• Proficient in Google Sheets/Microsoft Excel for data analysis and reporting.
• (Preferred) Experience with SQL for advanced data querying and reporting.
• Experience with scheduling or dispatching technicians is a strong plus.
• Skills & Attributes: 
• Exceptional verbal and written communication skills.
• Strong problem-solving and analytical abilities with a customer-centric mindset.
• Ability to remain calm and composed under pressure.
• Demonstrated empathy, patience, and emotional intelligence.
• Excellent attention to detail and organizational skills.
• Ability to work independently and collaboratively in a team environment.

• This position requires a someone in the Salt Lake City, Utah office five (5) days a week. 7:00 AM start time to facilitate early client reporting and support tasks.

PRG offers the following perks and compensation

• Competitive salary range of $27.00 to $32.00 per hour, commensurate with experience and qualifications.

• Health benefits include medical, dental & vision for you and your dependents on the first of the month following your start date.

• Company-paid Short-term Disability benefits after one year of service.

• 401(k) Plan on the first of the month following your start date with a safe-harbor match after one year of service.

• Supplemental Life Insurance is offered to you and your dependents.

• ClassPass shared cost membership is offered to each employee.

• Paid time off, holiday pay, and a floating holiday so you can enjoy time with your friends and family.

Project Resources Group is an equal-opportunity employer. We do not discri