The Customer Support Team
Carbonite’s customer support team’s mission is to assist individual customers and prospects with resolving their questions and concerns in a fashion that creates outstanding customer loyalty and satisfaction. The team also is charged with helping ensure that Carbonite’s marketing and product development efforts are aligned with customer needs and that these efforts reduce the need for customer to seek assistance with questions or concerns.
The Position
Reporting to the VP for Customer Service, the Customer Reporting & Data Analyst will be an important member of the Customer Service and Carbonite leadership teams. Success in this role will help Carbonite improve customer service outcomes and reduce operating inefficiencies as well as overall product support costs.
Your Primary Job Responsibilities
Reporting
o Manage reporting activities for customer service team including periodic management reporting. Reporting covers production, service performance, customer satisfaction and customer behavior (FAQ usage and self –service) activities.
o Develop new and revise existing reports to provide improved operating effectiveness
Analysis
o Identify trends in the data and understand the underlying causes of the trends. Recommend changes to customer service, product or marketing activities to better serve customers
Quality
o Provide traditional “six sigma” or similar analysis customer issues and determine root-cause of said issues
Leadership
o Along with the Customer Service management team provide needed oversight on an ad hoc basis of ongoing production activities.
Additional Job Objectives
First six months
• Implement standard reporting on customer service platforms.
• Improve quality of basic reporting to better identify basic production trends
Six to eighteen months
• Reduce customer contact rates and improve customer satisfaction through the use of statistical and quality improvement activities
How Your Success Will Be Measured
• Strong statistical and quality improvement skills leading to specific and direct customer service and contact rate improvements
• Design and creation of reporting vehicles that provide operational and customer insights
• Timely and ongoing management reporting
Desired Skills and Experience
Education:
• BS/BA required with MBA preferred
• Degree or minor in MIS and/or statistics
Skills:
• Extensive knowledge of one of the many commercial reporting packages (i.e. Cognos or Business Objects)
• Detailed knowledge of one of the many traditional approached to quality analysis (i.e. 6 Sigma) with at least entry level certification (i.e. Yellow Belt)
Experience:
• Minimum of 2 years of reporting and/or quality management experience required
Characteristics that will make you successful at Carbonite…
• Confident and able to communicate effectively with various personalities
• Highly energetic and motivated
• Able to manage projects independently
• Able to effectively multi-task and complete projects on a short time frame
Other Requirements
• Position in Office located in Back Bay Boston.
Carbonite delivers easy-to-use, affordable online backup services for consumers and small business worldwide. During the past four years Carbonite... [more]
