Customer Service Analyst
Location: Fort Worth, Texas
Description: RadioShack is in need of Customer Service Analyst right now, this occupation will be assigned in Texas. For complete informations about this occupation opportunity please give attention to these descriptions. Job Functions / Duties / Responsibilities :
Daily management of internal score program; ability to create pivot tables and other Excel-based reports from large amounts of data ! to identify trends over time and across stores; prioritize customer feedback based on trends and company initiatives then make recommendations on next steps.
Analyze trends from voice of customer feedback and work with other departments to make changes for the improvement of the in-store customer experience; this involves set up and leads meetings, manage action items and report status of deliverables.
Other responsibilities include daily management of customer service resources and reporting, providing field management support and customer issue resolution; research customer requests/complaints from attorneys general and other consumer advocacy agencies and provide a professional response on behalf of the organization; and effectively engage customers through verbal or written communication to determine root issues and propose appropriate resolutions.
Escalated customer calls received at the executive office are redirected to this individual freq! uently. You must diffuse situations, remain calm and exercise ! diplomacy when communicating with customers; investigate customers' problems and proposes a resolution that is both fair to the customer and the company; reach out to strategic contacts within the organization to propose and obtain an out-of-the box resolution; and keep accurate records of discussions or correspondence with customers and field management.
Education/Skills/Experience:
- Bachelor's degree preferred
- 4 years equivalent work experience required
- Experience with posting content to social networks including understanding the guidelines of certain social networking sites
- Proficient in Microsoft Office (specifically Excel, Word, and Outlook)
- Professional phone etiquette
- Optimistic, customer-centric attitude required
- Strong critical thinking and analytical skills
- Must adapt quickly to changes in duties, responsibilities, and workload
- Excellent verbal and written communic! ation
- Excellent organizational skills and attention to detail
- Ability to multi-task in a fast-paced environment
- Works well independently as well as part of a team
- Open availability (including some evenings, weekends and holidays)
- Bilingual a plus
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If you were eligible to this occupation, please give us your resume, with salary requirements and a resume to RadioShack.
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This occupation will be opened on: Fri, 29 Mar 2013 10:23:04 GMT
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