The Customer Service Business Analyst is an exciting role contributing to the success of our department supporting UPTIME for our customers.  The position has the opportunity to improve the customer and agent experience when interacting with the Customer Services Organization through customer interaction technology and tools.  Support the business to achieve goals and provide Customer Services departments including Customer Service, Technical Research, Engine Support, Customer Center, Credits & Returns, and Warranty with necessary analysis, documentation and process improvement.

Job Functions / Responsibilities

• Business subject matter expert of Customer Interaction Projects and Tools, including Salesforce, Databases, Dashboards and other Business Systems managing change control, improvement projects, look and feel, development and administration.

• Reporting for Customer Services to improve dealer service levels.

• Support dealer’s customer service experience including the look and feel of interaction tools (Salesforce), perform analysis of interaction channels, conduct dealer studies (surveys and dealer visits) and participate in dealer experience projects.

• Act as technology subject matter expert in customer interaction systems, department process improvement, requirement definition and project management.

• Work with all levels of management, including executive and front-line, to prioritize projects, deliver strategic initiatives and improve processes relating to Dealer and Agent experience with customer service systems, tool and interfaces.

• Coordinates issue resolution with vendors and/or cross-functional teams. Provides timely and thorough communication regarding issue status/resolution with end-users and other key stakeholders.Oversee and implement product upgrades, business integration, and researching best industry practices for customer interaction tools.

• Other duties as assigned.

Qualifications

• Bachelor’s Degree in Business or related field; MBA desired

• 1 to 3 years of experience in automotive parts or equivalent industry as a data or business analyst

• Experience with Salesforce, Snowflake, Tableau. SQL and Python a plus

• Demonstrated Six Sigma and Project Management success

• Advanced PC Skills in Microsoft Office products

• Strong Customer Service, Communication and Problem-Solving Skills

• Demonstrated Leadership Skills