Customer Engagement Analyst

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The Customer Engagement Analyst is a highly organized professional with the ability to locate, acquire analyze and interpret data. The Analyst must be able to spot trends and identify problems and propose new or improved processes and procedures to ensure departmental KPI's are met. The major function of this role is to partner with our Field, Billing and various Business teams to create a best in class customer experience at the time of installation and mitigate any potential work order or process defects that could negatively impact the customer experience. The Analyst will be responsible for researching, resolving and documenting any issues impacting the end to end customer journey for further evaluation.
Responsibilities
• Perform various call and account studies/audits to identify root causes for failed installs and low completion rates.• Partner with Sales, Care and Billing Departments to ensure that coding, product rules, and processes are aligned across the entire footprint• Work with Construction, Design, OPS and contractors to ensure install completion rates are met.• Monitor KPI trends and adjust priorities to meet Sales & departmental goals• Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products, services, equipment, policies and procedures, account status, marketing promotions, campaigns, serviceability, service problems, as needed.• Research and identify problems with end to end processes• Review work flows and make recommendations for improvement.• Review and ensure all Sales processes and procedures are standardized across all channels • Ensure end to end processes are in line with Corporate initiatives• Special projects as deemed necessary by Business leaders or Service Recovery Manager
Qualifications
• Bachelor's degree or relevant experience required• Call Center or related experience 5-7 years• Must be proficient in various applications associated with the sales order entry process• Possess analytical skills and the ability to find creative solutions to complex issues• Ability to take initiative; proactive without waiting for direction; strong sense of personal accountability; execute consistently and with excellence• Ability to work in a collaborative environment, multi-task and have a sense of urgency to work within aggressive timelines.• Must be able to handle multiple projects and meet deadlines• Commitment to professional and professional growth
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $64,260.00 - $105,570.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: New Jersey