Customer Relations Analyst
Definition and Examples of Work
- Analyzes customer, traffic and market data to identify trends and patterns in current and targeted customer behaviors.
- Uses data insights to recommend process and program improvements and campaign/message initiatives that educate and/or prompt the customer/prospect to act.
- Plans campaigns designed to attract new customers, increase desired behaviors and better meet customer needs and expectations.
- Coordinates development and/or revision of materials used to attract new and retain existing DriveKS and KTAG customers.
- Collaborates with cross-functional team members to develop strategies, plans and materials including close work with the customer service center.
- Partners with internal customers and external vendors to implement new processes and tools (i.e. payment options, communication tools, etc.) that enhance the customer experience.
- Coordinates market and data research projects as needed.
- Additional duties may be assigned as business needs require.
Latitude and Impact of Position
This position works independently and as part of a team, including providing input and problem solving with others to complete tasks. Decision making is typically done in conjunction with others and independently regarding decisions affecting individual tasks, department and organizational policy. Negotiation and persuasion is used with internal/external customers and/or vendors. Successful completion of job tasks impacts operating costs, monetary effect, management decisions, processes and procedures, customer satisfaction, and external company image and liability.
Work Environment
The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Primarily works in office environment while using computers and related peripherals and other office equipment.
QUALIFICATION
Required Knowledge, Skills and Abilities
- Ability to analyze data and report out or present on key, actionable insights.
- Excellent written, verbal, and presentation skills.
- Excellent customer service and communication skills.
- Demonstrated ability to manage projects.
- Must possess strict adherence to deadlines, attention to detail, and organizational skills.
- Ability to contact internal or external customers and vendors without previous communication or relationship established.
- Knowledge of Microsoft Windows operating systems and software.
- Demonstrated ability to use good judgment and professional tact with working with people of different backgrounds.
- Ability to remain calm in stressful, fast-paced situations.
- Ability to negotiate and persuade without force.
- Ability to interpret data from example sources and apply it at KTA.
Preferred Knowledge, Skills and Abilities
- Understanding or knowledge of tolling industry.
- Knowledge and understanding of customer behavior and the customer journey.
- Knowledge of Tableau reporting software.
Required Education and Experience
- Bachelor's degree in business, marketing, data sciences/analytics, or related area; additional experience may be substituted for degree.
- Minimum three years of related experience working with marketing, public relations or communications team.
- Experience with customer interactions.
- Project management experience.
- Experience managing assigned projects, their schedules and collaboration with others.
- Experience in collecting, organizing and analyzing abundant data and developing clear and actionable insights.
Certification, License, Registration
- Valid Kansas driver license.
Physical requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Frequent standing or walking and sitting.
- Ability to hear others and communicate (frequent)
- Use of hands to touch, handle or feel (frequent)
- Must lift up to 10 pounds (occasional); push or pull up to 10 pounds (occasional)
- See up close (continuous) and at a distance (frequent)
- Depth perception and ability to adjust focus (occasional)
Other Requirements
- Travel overnight, as needed
- Overtime (occasional)
- Varied work schedule; as needed