Customer Experience Analyst II

The Customer Experience Analyst II will be responsible for defining and implementing customer service analytics and driving related training and operational improvement. Works with Customer Experience leaders to plan and coordinate transformation and improvement of the Customer Experience department and achieve business objectives.

This position will serve our Rheem Parts Division, located in Randleman, NC.

• Perform competitive analysis of class-leading measurement and analysis.
• Define and deliver timely, accurate, actionable and business relevant metrics
• Identify and drive improvement of customer service level and transactional efficiency for the Customer Experience department through the implementation of new processes and technologies. 
• Support competency model development of Customer Experience skill sets based on data-driven problem solving
• Identify and provide training opportunities and countermeasures based on analytics for all levels within Customer Experience
• Other duties as assigned.

• Bachelor’s Degree in Business, Statistics, Economics, or related field

• 3+ years’ experience in complex data analyst work and/or project management

• Experience in customer service or customer call center operations 

• Excellent communication skills, written and verbal, with attention to detail and accuracy.

• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.

• Demonstrated ability to work well with others is a matrix team environment

• Experience in collecting and presenting statistical data and converting clear and concise reporting

• Ability to present information and respond to questions from groups, manager, clients, and customers

• Strong analytical and reasoning skills—ability to define problems, collect data, establish facts, and draw valid conclusions

HOW TO STAND OUT:

• Advanced Degree in Business, Statistics, Economics, or related field

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At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we’re passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact lives—every day. Our Behavior Based Values set us apart:

• Listening to Understand – Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively – Applying creativity, seeking improvements, understanding from the customers’ lens
• Acting with Responsibility – Owning decisions and actions, acting with integrity, embracing accountability

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  Equivalent combination of education, experience, and skills may supplement above minimum job requirements.
For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.
Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.