Senior Analyst - ERT Customer Service

What you'll be doing:

As a Sr Analyst in the Government agency Team, you will be responsible for handling the most urgent, complex, and sensitive customers on behalf of our Senior Leadership team. You will be responsible for handling the most urgent, complex, and sensitive customers that file complaints with the FCC, BBB, and their state attorney general's office.

You will work closely with your direct leader and the strategic partner leadership to ensure escalations are handled appropriately and timely.

Strong communication and resolution skills are required. This role will be responsible for adding value into the business through Root Cause, Trend, and Customer Experience analysis and feedback. Additionally, the position will address complex and important government agency complaints. You will partner with various customer-facing and support function groups to protect our business operations, employees, and brand.

Responsibilities:

• Building strong relationships across all the key stakeholders to provide valuable customer insights and drive solutions to implementation.
• Ensuring the resolution of complex issues and work towards a resolution that benefits the customer and the business.
• Communicating proactively with government agencies, including the FCC, BBB, and State Attorney Generals, about the escalations and resolutions provided.
• Providing effective feedback as part of the feedback loop to improve the customer experience for all customers.
• Collaborating frequently with CX, Engineering, and Customer Service partners to share insights and feedback.
• Work closely with the leadership of partner locations to ensure standards of excellence are maintained.
• Ensuring the highest quality standards of service exist in relation to the resolution and handling of the executive escalations.

You'll need to have:

• Bachelor's degree or four or more years of work experience.
• Four or more years of relevant work experience.
• Ability to speak English fluently.
• Ability to work in U.S. hours.
• Experience leading a team.
• Customer Service experience.

Even better if you have one or more of the following:

• Experience in critical leadership skills such as planning, prioritization, communication, and project management.
• Experience handling call center and customer service.