Customer Service Analyst II

The position is responsible for serving as a designated subject matter expert (SME) on basic projects such as coordinating with the call center operations and quality control teams to improve efficiencies within the call center to increase the quality of customer relations and to improve overall service to all call center customers, and coordinating with the AB operations training unit to identify call center training needs and assist in the development of training materials.

• Act as a role model for the rest of the team
• Provide professional assistance and resolution for escalated/supervisor calls
• Represent the Customer care Center on projects, initiatives or testing as needed
• Assist with development and dissemination of training materials
• Must demonstrate basic telecommunications and provide an advanced knowledge of products and functionality
• Provide support for questions (including help hotline) from customer service specialists
• Provides training to team members and guide reps on specific steps of the research process of a particular case or issue
• Responsible to interpret a variety of policies, rules, and regulations and performs a full range of customer service duties, answers customer questions, research, resolve and respond to requests
• Answer complex customer inquiries and respond to a high volume of complex internal and external customer inquiries in a professional manner

• 4 year Bachelors Degree (Preferred)

• 0-2 years experience (Preferred)

This job does not have supervisory duties.

In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

• Customer Experience Management
• Performance Management (PM)
• Relationship Building
• Stakeholder Relationship Management

Nikita Vasant Torne