Operations Analyst - Customer Excellence Center

Operations Analyst

• Customer Excellence Center

LocationNC

• CHARLOTTE

Ready to level up your career with a global, cutting-edge tech leader? Passionate about delivering top-notch customer service?

If so, ActionLink wants YOU to join our Sony Account Division to make an impact in their customer service operations!

As a Customer Excellence Center Operations Analystfor our client, Sony, you'll be at the heartbeat of their customer service operations to optimize processes, enhance efficiency, and elevate the customer experience. This role requires a self-motivated and results-oriented professional with keen attention to detail. The individual will provide comprehensive administrative support to the Consumer Electronics and Professional Services teams while ensuring the delivery and execution of exceptional customer experiences.

What we offer

• Weekly schedule:40 hours per week; 8:30am

• 5:00pm Monday through Friday

• Work environment: Fully remote work
• Compensation: $24.00 -$27.00 per hour
• W-2 employment: Includes a biweekly pay schedule & direct deposit to ensure timely and consistent payments
• Health Benefits:Medical, dental, vision, life, and prescription insurance plans
• Retirement Savings: 401(k) option with company match to help secure your financial future
• Work-Life Balance:Enjoy paid holidays and utilize accrued paid time off to relax and recharge, balancing your professional commitments with personal well-being

Duties

• Responsible for monitoring and responding to inquiries and issues from the front line and back-office operations teams to ensure a seamless and positive customer experience
• Maintain clear communication with internal and external stakeholders, effectively disseminating information and driving successful project implementation+ Create, review, and update email templates and documentation used for call center management
• Analyze customer experience data to identify areas for improvement and a better customer experience
• Contribute to operational efficiency including identifying areas for improved handling time, customer satisfaction scores, and overall customer engagement.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field

• 2-5 years of experience within a call center environment

• Excellent communication skills (verbal, written, and presentation) to clearly articulate findings and collaborate effectively

• Meticulous attention to detail and a commitment to delivering high-quality work

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio) and Microsoft Teams

• Ability to work independently in a fast-paced environment while also fostering a collaborative spirit

• A passion for customer service and a dedication to exceeding customer expectations

• Experience in consumer electronics field is a plus

• Knowledge of Salesforce is a plus

Physical Requirements

• Access to a quiet home office space with high-speed internet connectivity
• Must be mobile and able to sit and/or stand for minimum four (4) hours
• Must be able to lift 30 lbs.

Equal Opportunity Employer