Supervisor overseeing HCSC Customer Service team operations and performance. Coaching staff and ensuring alignment with strategic goals in a supportive environment.
About the role
- Customer Experience Quality Analyst at Blue Ridge Communications managing customer feedback and insights. Focused on driving improvement in customer journeys through actionable data analysis and reporting.
Responsibilities
- Own and manage all customer survey results, including CSAT and post-interaction surveys (calls, chats, and other channels)
- Monitor survey feedback daily to identify trends, risks, and opportunities
- Ensure timely and thoughtful follow-up with customers to close the loop on feedback and recover experiences when needed
- Conduct direct outreach to customers based on survey feedback (both positive and negative experiences)
- Demonstrate empathy, professionalism, and brand alignment in all customer interactions
- Identify service recovery opportunities and ensure appropriate resolution and documentation
- Conduct structured root cause analysis to uncover drivers behind customer feedback
- Identify recurring themes impacting the customer experience across people, process, and technology
- Translate insights into clear, actionable recommendations for improvement
- Present Voice of Customer insights and RCA findings during leadership meetings
- Provide clear, concise storytelling that connects customer feedback to operational impact
- Act as a thought partner to leadership by recommending improvements and tracking progress
- Collaborate and provide feedback on the design, implementation, and ongoing optimization of customer surveys
- Manage intake of customer compliments and positive feedback
- Share recognition and kudos through designated internal channels (e.g., Slack)
- Assist with Corporate Escalations as needed, ensuring a consistent and professional customer experience
- Support Quality Assurance efforts, including call monitoring and evaluations, during lower survey volume periods.
Requirements
- H.S. Diploma or G.E.D.
- Established residency in Pennsylvania
- Minimum 6 months customer service experience and/or tenure within BRC (Must be fully trained in Order Entry, Billing & Troubleshooting)
- Current performance in good standing
- Experience working in contact center operations, quality assurance, or customer experience preferred
- Excellent understanding of Order Entry Processes (Once in role, candidate is required to learn ICOMS processes if they are not already proficient)
- Familiarity with survey tools (e.g., SurveyMonkey), CRM/Telephony systems (e.g., Zendesk & Five9), and reporting platforms (e.g., DOMO) is a plus
- Knowledge of current monitoring and quality standards
- Knowledge of VPI software preferred
- Proficiency with Microsoft Windows / Office Programs – Excel
- Possess a customer-focused mindset with a passion for improving the customer experience
- Strong Analytical and Problem-Solving Skills with experience in root cause analysis
- Excellent Communication Skills - Oral and Written with the ability to influence at all levels
- Ability to translate data into meaningful insights and actionable recommendations
- Ability to portray a high level of professionalism, empathy, and emotional intelligence.
Benefits
- Working from Home Hybrid: Monday-Friday, 8AM-5PM
- Health insurance
- Retirement plans
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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