Analyst, Customer Experience

Position: Analyst, Customer Experience

Who we are:

Since 1995, Mediacom Communications has become a coast-to-coast presence with operations in 22 states and a team exceeding 4,000 people with the mission of bridging the digital divide between America’s major cities and America’s smaller regions. The services we offer—faster, more reliable internet service; expanded, free digital and HD TV choices; and superior technology in home security and phone service—are a direct result of our powerful culture of growth and innovation.

As we continue to grow, so do our career opportunities. We aim to be at the forefront in delivering easy-to-use, high-tech entertainment, communications, and internet products to the communities we serve. To achieve this, Mediacom Communications seeks talented professionals to partner with us in meeting these challenges and realizing what we can imagine. Take that next step toward your future and join our growing team!

Position Overview:

The Customer Experience Analyst will be responsible for analyzing the operational performance and user experience of online self-service assets such as the mobile application, customer Support Site, various messaging channels, and internal agent dashboard. In addition, the analyst will interact with other departments to capture and document business requirements for product enhancements and other projects that impact the business.

Company Benefits:

Along with that rewarding feeling, you’ll be given the Power to Succeed in your career while enjoying ongoing training and a generous benefits package designed to be flexible and relevant to your needs. You'll find many advantages to joining the Mediacom team such as:

· Health, vision, and dental insurance

· Education Enrichment up to $5,000 per year for qualified employees

· 401(k) with generous company match

· Paid vacation, holidays, and flex paid time off

· Employee discounts on Mediacom services, where available. In areas where Mediacom services are not available, a reimbursement of internet/cable services are provided

· Training and professional development

· Employee wellness program

Position Responsibilities:

· Analyzing self-service transactions and conducting gap analyses to identify system enhancements, platform issues, and new functionalities required to increase self-service resolution rates and improve the overall customer experience.

· Monitor and report end-to-end channel activity to identify problems, and ensure self-service processes are successful.

· Design workflows to increase self-service rates for additional products and services and improve upon existing self-service workflows.

· Create customer communications with specific information during weather events, or for other projects that impact the business.

· Document business requirements and project manage development efforts across self-care assets and agent tools.

· Conduct user acceptance testing on Support sites, Mobile Applications, messaging channels, Agent dashboards, Ecommerce, and other platforms and interfaces.

· Assist with developing agent training to ensure compliance with ordering and troubleshooting processes and educate users on self-service tools.

· Track, prioritize, escalate, and manage issues to ensure prompt resolution of production issues impacting self-service channels.

· Assist the CX Team with other projects as needed.

Position Requirements:

· 4-year bachelor’s degree, preferably in Business, Design, Communications, or other relevant area of study

· Strong analytical ability, with experience manipulating multiple raw data sets to identify operational issues or areas for improvement.

· Process-oriented mindset, with solid organizational and project management skills.

· Must be a strong communicator, both verbal and written.

· Proficient in using Excel, and other Microsoft Office products.

· Relevant experience with using and developing self-service channels, website navigation, and user experience preferred.

· Cable Communications experience preferred

Disclaimer: The salary range for this position is $45,000 - $65,000 When making a job offer, we consider several factors in our determination, such as years of related work experience; relevant skills and qualifications; education level; and certifications/licenses.

Get to know us: Mediacom Communications is known by our Mediacom brands, including Xtream TV, Phone and Internet, Xtream Xpert, Xtream Wifi360Pro, Xtream Hotspots, Mediacom Bolt, Mediacom Digital Home, Mediacom Business and OnMedia. When you join Mediacom, you are joining a powerful team of more than 4,000 individuals working together to serve more than 1.55 million customers in 22 states and connecting them to what matters most.

Our Awards: Mediacom is proud to have received the following recognitions: 2022 Best Managed Companies, 2021 Best Managed Companies, 2019 Best Company for Women to Work, 2017 Best Company for People of Color and Women to Work, Content & Connectivity Human Resources (C2HR)’s 2021 Social Impact Award.

Who you are matters here: Mediacom Communications is committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Mediacom Communications prohibits discrimination and harassment based on race, color, religion, national origin, sex, gender identity, sexual orientation, pregnancy, military status, marital status, status as a parent, age, disability (physical or mental), family medical history or genetic information, reprisal for participation in protected EEO activity, or any other protected characteristic as outlined by federal, state, or local laws. These protections extend to all employment policies, practices, and actions, including, but not limited to, recruitment and hiring; job assignments; performance management; rewards; promotions; training and development; reassignments; discipline; and separations.

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Experience level:

• 10 years
• 11+ years
• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• No experience needed
• Under 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Hybrid remote
• Office

Work Location: Hybrid remote in Chester, NY 10918