Experience Assurance Analyst

Job Description:

At Cable One and our family of brands, we are committed to delivering exceptional customer service and creating meaningful connections.

Our associates are at the heart of this mission, and we provide them with a thriving career, respect for their communities, a focus on health and wellness, and a work/life balance that helps them succeed both personally and professionally.

The Customer Experience Advisor I plays a key role in enhancing customer satisfaction by analyzing customer feedback, identifying areas for improvement, and collaborating across teams to optimize the overall customer journey.

This role supports proactive engagement, resolves customer issues, and ensures we maintain high standards of service excellence.

The ideal candidate will have a passion for creating positive customer experiences and be ready to contribute to the continuous improvement of our service offerings.

We are open to hiring remote if we find the right talent in any of these states (AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT, VT).

What you will do to contribute to the company's success



* Analyze Customer Feedback : Review and assess customer sentiment, identifying trends, pain points, and opportunities for improvement.



* Customer Journey Improvement : Work with cross-functional teams (sales, marketing, product, etc.) to develop and implement strategies that improve the customer journey from start to finish.



* Customer Experience Advocacy: Act as the voice of the customer within the organization, advocating for improvements and contributing to creating a more seamless and enjoyable experience for customers.



* Support Customer-Centric Initiatives : Collaborate with project managers and other stakeholders to support new initiatives, system updates, or product offerings that impact the customer experience.



* Monitor Customer Experience Metrics : Own key performance metrics such as CSAT (Customer Satisfaction) and NPS (Net Promoter Score), regularly tracking and reporting on these indicators to ensure service standards are maintained .



* Facilitate Voice of Customer Surveys : Develop and execute surveys to collect valuable customer insights, analyze results, and drive actionable change based on customer feedback.



* Customer Support : Respond to customer inquiries, issues, and requests via multiple channels (phone, email, chat, etc.), ensuring timely and accurate resolutions as needed .



* Problem Resolution : Investigate customer concerns, troubleshoot problems, and work to resolve issues as needed while maintaining a positive, empathetic, and professional demeanor.



* Customer Engagement : Build strong relationships with customers by providing personalized, high-quality support and fostering trust.



* Feedback Collection : Gather customer feedback during interactions and pass on insights to improve products, services, and t...