{"schemaVersion":"jobsearcher.job.v1","id":"f09e1e00f4898c4e868f3ad8","url":"https://jobsearcher.com/jobs/f09e1e00f4898c4e868f3ad8","canonicalUrl":"https://jobsearcher.com/jobs/f09e1e00f4898c4e868f3ad8","title":"Customer Experience Analyst I","description":"Who we are looking for: The Analyst I, Customer Experience role is a critical position in the Customer Experience (CX) department and reports directly to the Sr Manager, Operations & CX. As a Customer Experience Analyst I, you will keep a pulse on customer sentiment by triaging internal & external customer concerns as well as executing meaningful survey feedback followup & root cause tagging. You will play a pivotal role in ensuring seamless customer interactions by facilitating communication channels, and supporting the implementation of customer-centric initiatives. Your responsibilities will include maintaining accurate customer records and collaborating on specific customers & issues with cross-functional teams to enhance overall customer satisfaction.\r\nWhat you will do: Actively and consistently support all efforts to simplify and enhance the customer experience.\r\nDevelop an understanding of the company, industry, and ACV dealer customers.\r\nEstablish and maintain a sharp understanding of customer needs and competitive offerings.\r\nRespond promptly to customer feedback through various channels, including review forums (e.g. - Google business, Apple Store, Google Play) email, phone, chat, and social media.\r\nProfessionally triage issues presented by internal or external customers to expedient resolution.\r\nRespond to customer feedback on cadenced customer surveys and triage related issues in a timely manner.\r\nHave meaningful conversations with customers to understand the root cause for expressed concerns & ensure feedback points are tagged accordingly.\r\nEducate and manage expectations with customers as needed.\r\nParticipate in ad-hoc Voice of Customer (VOC) campaigns as needed to derive customer insights on specific topics of inquiry.\r\nCollaborate with cross-functional teams to ensure consistent and effective communication with customers on issues.\r\nMaintain comprehensive documentation of customer interactions, feedback, and resolutions.\r\nIdentify and suggest improvements to management for existing customer service, operations, and sales processes to enhance efficiency and effectiveness.\r\nTrack and follow up on customer complaints or concerns, ensuring timely and satisfactory resolution.\r\nUtilize customer relationship management (CRM) software and other tools to track customer interactions and support efficient workflows.\r\nRecommend to management customer advocates who can positively influence the company's reputation through testimonials, case studies, or referrals.\r\nSupport the development and execution of customer experience projects and initiatives.\r\nSupport the creation and distribution of customer communications, newsletters, and other relevant materials.\r\nPerform other duties as assigned.\r\nWhat you will need: Bachelor's degree in business, marketing, statistics, data science, or a related field required.\r\nAutomotive Experience Preferred1-3 years' customer service experience (at the Specialist/Lead level, preferred).\r\n1-3 years' escalation and conflict management/resolution experience.\r\nAbility to read, write, speak and understand English.\r\nClear and effective communication skills, both written and verbal, to interact with customers and internal teams on both technical & non-technical topics.\r\nA genuine commitment to understanding and meeting customer needs, with a focus on delivering positive experiences.\r\nPrevious experience or familiarity with customer service principles and best practices.\r\nFamiliarity with customer relationship management (CRM) software and other relevant tools to track and manage customer interactions. Salesforce specifically is a plus.\r\nAbility to identify issues, troubleshoot problems, and collaborate with teams to implement effective solutions.\r\nPrevious experience in the automotive industry a plus.\r\nMulti-lingual (Spanish preferred) a plus.\r\nPrevious customer service experience required.\r\nAn agile, hard-working, and self-starter mentality.\r\nDetail-oriented with excellent organizational skills.\r\nAbility to work collaboratively in a cross-functional & hybrid team environment.\r\nJ-18808-Ljbffr","company":"Bettercloud","rawCompany":"bettercloud","city":"Buffalo","state":"NY","isRemote":false,"isActive":false,"createdAt":"2026-08-08T01:53:07.728Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"13-1161.00","title":"Market Research Analysts and Marketing Specialists","slug":"market-research-analysts-and-marketing-specialists"},{"code":"17-2141.02","title":"Automotive Engineers","slug":"automotive-engineers"}],"industries":[{"code":"441110","title":"New Car Dealers","slug":"new-car-dealers"},{"code":"336110","title":"Automobile and Light Duty Motor Vehicle Manufacturing","slug":"automobile-and-light-duty-motor-vehicle-manufacturing"},{"code":"441120","title":"Used Car Dealers","slug":"used-car-dealers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Experience Analyst I","description":"Who we are looking for: The Analyst I, Customer Experience role is a critical position in the Customer Experience (CX) department and reports directly to the Sr Manager, Operations & CX. As a Customer Experience Analyst I, you will keep a pulse on customer sentiment by triaging internal & external customer concerns as well as executing meaningful survey feedback followup & root cause tagging. You will play a pivotal role in ensuring seamless customer interactions by facilitating communication channels, and supporting the implementation of customer-centric initiatives. Your responsibilities will include maintaining accurate customer records and collaborating on specific customers & issues with cross-functional teams to enhance overall customer satisfaction.\r\nWhat you will do: Actively and consistently support all efforts to simplify and enhance the customer experience.\r\nDevelop an understanding of the company, industry, and ACV dealer customers.\r\nEstablish and maintain a sharp understanding of customer needs and competitive offerings.\r\nRespond promptly to customer feedback through various channels, including review forums (e.g. - Google business, Apple Store, Google Play) email, phone, chat, and social media.\r\nProfessionally triage issues presented by internal or external customers to expedient resolution.\r\nRespond to customer feedback on cadenced customer surveys and triage related issues in a timely manner.\r\nHave meaningful conversations with customers to understand the root cause for expressed concerns & ensure feedback points are tagged accordingly.\r\nEducate and manage expectations with customers as needed.\r\nParticipate in ad-hoc Voice of Customer (VOC) campaigns as needed to derive customer insights on specific topics of inquiry.\r\nCollaborate with cross-functional teams to ensure consistent and effective communication with customers on issues.\r\nMaintain comprehensive documentation of customer interactions, feedback, and resolutions.\r\nIdentify and suggest improvements to management for existing customer service, operations, and sales processes to enhance efficiency and effectiveness.\r\nTrack and follow up on customer complaints or concerns, ensuring timely and satisfactory resolution.\r\nUtilize customer relationship management (CRM) software and other tools to track customer interactions and support efficient workflows.\r\nRecommend to management customer advocates who can positively influence the company's reputation through testimonials, case studies, or referrals.\r\nSupport the development and execution of customer experience projects and initiatives.\r\nSupport the creation and distribution of customer communications, newsletters, and other relevant materials.\r\nPerform other duties as assigned.\r\nWhat you will need: Bachelor's degree in business, marketing, statistics, data science, or a related field required.\r\nAutomotive Experience Preferred1-3 years' customer service experience (at the Specialist/Lead level, preferred).\r\n1-3 years' escalation and conflict management/resolution experience.\r\nAbility to read, write, speak and understand English.\r\nClear and effective communication skills, both written and verbal, to interact with customers and internal teams on both technical & non-technical topics.\r\nA genuine commitment to understanding and meeting customer needs, with a focus on delivering positive experiences.\r\nPrevious experience or familiarity with customer service principles and best practices.\r\nFamiliarity with customer relationship management (CRM) software and other relevant tools to track and manage customer interactions. Salesforce specifically is a plus.\r\nAbility to identify issues, troubleshoot problems, and collaborate with teams to implement effective solutions.\r\nPrevious experience in the automotive industry a plus.\r\nMulti-lingual (Spanish preferred) a plus.\r\nPrevious customer service experience required.\r\nAn agile, hard-working, and self-starter mentality.\r\nDetail-oriented with excellent organizational skills.\r\nAbility to work collaboratively in a cross-functional & hybrid team environment.\r\nJ-18808-Ljbffr","datePosted":"2026-08-08T01:53:07.728Z","dateModified":"2026-08-08T01:53:07.728Z","hiringOrganization":{"@type":"Organization","name":"Bettercloud","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Buffalo","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f09e1e00f4898c4e868f3ad8"},"url":"https://jobsearcher.com/jobs/f09e1e00f4898c4e868f3ad8"}}