Customer Success Analyst (Miami, FL)

| Miami, FL
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Customer Success Analyst

Overview of Position

The Customer Success Analyst position is responsible for identifying and managing service gaps in the customer value chain relating to the Global Specialty Operations business. This role will play an important part of ensuring customer issues are promptly identified, prioritized, and resolved by monitoring various social media platforms and surveys to positively reinforce the customer experience, maximize the value of operational efforts, and the CX strategy.

What will be my duties and responsibilities in this job?
  • 25%-Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details. Maintain knowledge of products, policies and procedures required to answer questions and provide information to resolve gaps.
  • 30% -Work closely with Operations Managers and team leads to document solutions for items identified, then work with IT TPO team to build out and prioritize solutions. Develop and maintain a good working relationship with all departments to facilitate the resolution of enhancements. Communicate information to all parties and stakeholders involved.
  • 25% - Assist with testing new technology feature releases pre-production and post-production to ensure solution is built to requirements and working as expected.
  • 20%-Closely monitor new technology feature releases to quickly identify and communicate issues or concerns based on customer and user feedback. Monitor the nature and frequency of complaints to identify trends. Monitor feedback from all forms of media channels.

What are the requirements needed for this position?
  • College degree or 2+ years of equivalent experience working in a high-volume Customer Service, Operations, or Quality department
  • Minimum of 2-years handling customer escalated issues in a customer focused role or Quality Improvement role

What other skills/experience would be helpful to have?
  • Ability to take a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience
  • Ability to constantly evolve in your delivery of great customer service to both new and existing customers
  • Excellent communication skills and are energized by the opportunity to provide support and service to customers and solicit feedback
  • Self-reliant and can effectively prioritize and manage your time, allowing you to juggle multiple tasks at once
  • Ideate and a real-time problem solver who leverages all resources available
  • Conflict resolution skills and can work well independently and under pressure
  • Ability to use good judgement managing multiple issues with varying degree of complexity each day
  • Demonstrated ability to gather, assess, and distill complex information and create customer-focused messaging
  • Experience in analyzing social content a plus
  • Passionate for delivering a great customer experience at scale
  • Exceptional written communication skills
  • Strong attention to detail and proven ability to professionally communicate in a concise manner both verbally and in writing, with a diverse audience of employees and customers
  • Strong understanding of customer complaints - able to identify and differentiate between each product line, respectively

What are the working conditions and physical requirements of this job?
  • General office demands
  • This position is currently remote; however, it exists in our Miami office once the location reopens
More Information on Assurant
Assurant operates in the Insurance industry. The company is located in New York, NY and Miami, FL. Assurant was founded in 2022. It has 12202 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 15 open jobs at Assurant, click here.
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