Overview

Otter Products is hiring for a Consumer Experience Analyst to join our Customer Service team. This position will be on a hybrid schedule in Fort Collins, CO.

The Consumer Experience Analyst strives to protect and enhance the holistic experience of Otter Products consumers by performing analysis of consumer interactions with the Customer Service (CS) Department, to drive the pursuit of meaningful improvements in our products and services. This role will be focused on primarily using software such as CallMiner, Microsoft Excel, Microsoft PowerPoint, and PowerBI to generate and deliver analysis of consumer interactions and Net Promoter Score (NPS) surveys to stakeholders.

About Otter Products

Otter Products, we grow to give. From our founder's garage in 1998 to the global technology leader we are today, Otter Products continues to drive growth through innovation. Through our industry-leading brands - OtterBox, Liviri and OtterCares - we provide our partners the number-one selling and most trusted products in our categories. Our philanthropic spirit is the foundation on which we foster our partner relationships, allowing us to grow and to give - together. By way of our charitable arm, the OtterCares Foundation, we support our communities and invest in our future through education that inspires kids to change the world. And even as our global community of Otters continues to grow, our founder's core values are still at the heart of everything we do. We measure our success by our ability to give back to our communities and strengthen opportunities for all. For more information visit otterproducts.com

Responsibilities

• Consistently display servant leadership (also known as Ottertude) and demonstrate commitment to elevating colleagues and the organization
• Use CallMiner, Microsoft Excel, and other tools to perform analysis of CS interactions with consumers using data from multiple sources to provide insightful business intelligence (BI) and trusted recommendations to the requesting stake holders
  • Targeted BI may include - but is not limited to - product quality issues, consumer activities and demographics, consumer preferences and values, etc.
  • Data sources may include voice transcripts, emails, web content, chat transcripts, NPS surveys, and more
• Use CallMiner or traditional listening methods to perform quality assurance analysis of Customer Support
• Representatives (CSRs) for the purpose of providing Customer Service Associate Managers with valuable, coachable insights, policy compliance data, and recommendations to continually improve the extension of Otter values to our consumers
• Provide and present high-quality, professional, analytics-based findings and insights to stakeholders in both written and presentation form as requested
• Drive collaborative efforts to continually identify, investigate, and recommend solutions to improve team performance and value added to business
• Participate in new hire training, CSR performance analysis, voice analytics, and team administrative tasks as needed
• Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment
• Other duties as required

Qualifications

• Bachelor's degree required. Experience in lieu of degree may be considered.
• Minimum three years of work experience including analytics required
• Experience including customer service preferred
• Experience with one or more of the following tools preferred: CallMiner, VIA, PowerBI, Microsoft Excel, PowerPoint, Outlook, Teams and/SharePoint

#LI-Hybrid

EEO

Otter Products, LLC is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, national origin, disability, veteran status, or any other characteristic or status protected by law.

For US Based Roles Only - Compensation Range Minimum

USD $55,000.00/Yr.

For US Based Roles Only - Compensation Range Maximum

USD $65,000.00/Yr.

Additional Total Rewards

Profit Sharing Program Eligible, Benefits Eligible - Full Time- check out otterproducts.com/careers/why for more info