What are the responsibilities and job description for the Customer Experience/Call Center Representative (W2) position at American Unit, Inc?
Customer Experience Analyst
Stamford, CT – 06902 (Onsite role)
3 Months – Contract to FTE role
Candidates must be able to work directly on a W2 basis, without visa sponsorship or visa transfer.
Job Description
We’re looking for a collaborative, detail-oriented individual to listen to customer calls, identify pain points, and clearly document their findings and insights. Your work will help improve both customer and agent experiences and support teams' training of AI tools.
Must-Have Qualifications
- 3–5 years of experience in customer service, customer success, retention, or call-center-related roles
- Strong communication skills, both written and verbal
- Excellent attention to detail with strong note-taking and documentation habits
- Ability to listen actively and capture key information accurately
- Strong teamwork and communication skills with the ability to clearly present findings; proficient in Excel, PowerPoint, and Word.
- Organized, reliable, and analytical—able to spot patterns, solve problems, adapt to changing priorities, and embrace continuous improvement.
Nice-to-Have Skills
- Experience in the telecommunications industry.
- 1 years of experience creating data visualizations in Excel.
- Familiarity with Large Language Models (LLMs) or machine learning concepts.
Key Responsibilities
- Listen to recorded customer calls and capture important details (about 80% of the role)
- Identify customer pain points, trends, and opportunities to improve the experience
- Organize call data and maintain accuracy trackers to monitor AI model performance
- Document findings clearly through summaries, reports, or simple Excel/PowerPoint visuals
- Spot patterns in customer conversations and flag issues that need attention
- Work closely with cross-functional teams, including analysts and AI specialists, and developers
- Share insights in a clear, concise way that helps drive improvements
- Support a team culture based on communication, accountability, and continuous learning
Approximate breakdown:
- 80%: Listening to and analyzing customer interactions, documenting key patterns.
- 20%: Collaboration and communication with cross-functional teams.