Customer Success Analyst
Location: Durham, United States
Position Type: Unfixed Term
Job Function: Customer Service
A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.
Customer Service Success Analyst
Primary Purpose and Overall Objective of the Job
The primary purpose of the CSSA is to provide assessment reviews and performance monitoring of Technical Call Center, FSE, FAS, and FIT teams.
Main Accountabilities
Quality and Excellence:
- Performs monthly spot check reviews of Cases and Work Orders to ensure Quality Compliance and Good Documentation Standards are maintained
- Perform Call Quality reviews for the Technical Call Center
- Develop best practices and provide constructive feedback/guidance/training to our people
- Identify audit readiness gaps and work with BPOs and Leadership to improve and mitigate risks
- Performs CRM Case certification and recertification of TSC Agents
- Works with BPOs on trainings with new releases/changes that impact agents and adapts the review process as needed
- Drive development of our people to be the best possible with customer service/satisfaction
Reporting:
- Utilize VCC and Salesforce to update and maintain monthly Call Center reporting and metrics for agents.
- Create and maintain reports/dashboards to assist in the analysis and strategies for improvement within the TSC
- Perform monthly reviews / trending of Call Center metrics, Service Levels, Case/WO times
Business Development/Management Areas:
- Working with BPO’s and Leadership, develop strategies to improve efficiencies, reduce costs and to improve resource utilization
- Assists with analyzing data from the annual IMV Customer Benchmark Survey and develop presentations based on survey results.
- Effectively manage multiple, projects, communicate architectures, frameworks and stories that tie them together to the Sr. Leadership team
Additional Areas:
- Empathic communicator with a consultative approach.
- Excellent communication skills including active listening, providing detailed feedback, and creating documentation
- Ability to balance multiple priorities in a fast-paced environment while delivering in expected timelines
- Excellent organizational, prioritization and time-management skills
- Be obsessed with customer experience and customer satisfaction
Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [email protected].
BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).
