Senior Customer Service Analyst - Subscription Programs

Location:

Los Alamitos, CA, US

Requisition

Company:
Epson America, Inc

Epson is a global technology leader whose philosophy of efficient, compact and precise innovation enriches lives and helps create a better world. Creating an exceptional customer experience extends beyond our products, it includes every interaction customers have with Epson throughout their journey.

Epson is seeking a Senior Customer Service Analyst – Subscription to help continuously improve the customer experience for our direct-to-consumer print subscription program. In this role, you will analyze customer interactions, service trends, support processes, and contact center performance to identify opportunities to improve customer satisfaction, engagement, and operational effectiveness.

Serving as a customer advocate, you will work closely with internal teams and outsourced service providers to turn customer feedback and operational data into actionable recommendations. You will also investigate escalated customer issues, support quality assurance efforts, and help ensure customer service policies, procedures, and support experiences consistently meet program expectations.

This position will be based out of Epson America’s headquarters, with an opportunity for a hybrid schedule.

• Identifies product and program trends as they pertain to Service and Support operations and provide recommendations.
• Analyzes support offerings and processes, creates reporting, and provides guidance to enhance customer experience and/or reduce program costs.
• Analyzes and summarizes customer issues, prepares appropriate solutions /offerings to respond to customers.
• Analyzes customer feedback, identify gaps in existing offerings, and provides guidance to increase customer success, enhance customer experience and/or reduce program costs.
• Analyzes the validity of product replacement ordering activities and identify trends.
• Analyzes Contact Center policies and procedures, make recommendations to improve customer satisfaction and/or reduce costs.
• Responds promptly to customer escalations to ensure customer satisfaction and compliance with program requirements
• Provides input on the creation of procedures/reminders for contact center personnel. Responds to technical support escalations from appropriate department.
• Investigates and reviews escalated customer complaints from appropriate department using CRM and call transcription applications.
• Based on data analysis, provides input to the program managers to improve customer engagement, customer satisfaction, reduce program costs and increase profitability.

• Reviews recorded and live incoming and outbound calls or transcripts as performed by internal contact center staff and/or outsourced vendors and makes recommendations via quality standards and procedures.
• Reviews email and chat sessions completed by internal call contact staff and/or outsourced vendor and makes recommendations via quality standards and procedures.
• Generates reports that highlight customer interactions against goals.
• Understands the entire customer lifecycle process and expectations of service & support staff.
• Coordinates quality calibration meetings between Epson personnel and/or outsource vendors.
• Provides feedback and guidance to modify quality-grading forms to evaluate contact center agents effectively.
• Provides coaching recommendations and feedback to management and/or staff.
• Provides weekly reporting of CS issues and QA analysis and provide recommendations for improvements.
• Performs test calls to ensure established procedures and policies are being followed.
• Partners with Credit & Collections team and…