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

Helping People Thrive in a Connected World
We work with the world's top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures and backgrounds. But we're united by our enduring values of common sense, common decency, uncommon thinking and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we'll bring you a place where you can thrive.

Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

Our Culture Defined
Our unique culture is a big reason why talented people choose Assurant and why they tend to stay. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We believe that staying on top doesn't mean sacrificing our values. We believe clarity of vision and a sense of purpose will carry us forward. And we take charge of our own success. We call it The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other characteristic protected by federal, state or local law in employment decisions.