Position Description

Analyst, Customer Experience
Location Blooming Grove, NY Corporate
Working Hours
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Power to Succeed 2018

Summary of the position

Position is responsible for analyzing the operational performance, and user experience for online assets such as the mobile application, customer support site, and messaging channels, including development of special customer communications during storms or business changes that impact the customer.  This position will also coordinate special events such as Customer Service Week.  

  • Analyze self-service transactions and conduct gap analysis in order to identify system enhancements, platform issues, and new functionality required to increase self-service resolution rates, and improve the customer experience.  
  • Monitor and report end to end channel activity to identify problems, and ensure end to end self-service processes are successful.  
  • Assist with multi-channel testing on apps, websites and affiliate platforms and interfaces.      
  • Design workflows to increase self-service rates for additional products and services, and improving on existing self-service workflows.  
  • Create customer communications to communicate specific information to customers during weather events or projects that impact the business. 
  • Develop and project manage Customer Service Week activities.    
  • Assist with developing agent training to ensure compliance to ordering and troubleshooting processes.
  • Assist with product demonstrations.  
  • Create dashboards using Excel add-ins and other tools to enhance the customer experience dashboards.
  • Respond to customer reviews and help improve customer ratings and reviews.
  • Track, prioritize, escalate, and manage issues to ensure prompt resolution to production issues impacting self service channels.
  • Assist the customer experience team on other projects as needed.  

Qualifications and Background:

  • Strong analytical ability, with experience manipulating multiple raw data sets in order to identify operational issues or areas for improvement.
  • Proficient in process design and project management. 
  • Proficient using Excel, Visio, Power-point, and other Microsoft office products.
  • Experience with supply chain operations, and end-to-end order management.
  • Strong verbal communication and presentation skills.
  • 3 to 5 years of experience with use and development of self-service channels, and website navigation, and design.
  • 4 year bachelor’s degree, preferably in Engineering, Business, or Mathematics   
  • Cable Communications experience preferred

Mediacom Communications is an Equal Opportunity/Affirmative Action Employer.  We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Mediacom's EEO philosophy promotes equal employment opportunity throughout the organization. Any form of unlawful employee harassment based on the above mentioned characteristics is prohibited.

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