Senior Customer Empowerment Analyst

POSITION SUMMARY:

The Senior Customer Experience Empowerment Analyst at AbleNet is responsible for delivering exceptional customer experience by providing expert coaching on the latest speech applications and technology, understanding industry best practices, and developing educational content to empower customers. This role involves high-quality interactions with customers through various communication channels, coaching them to confidently use AbleNet’s products and services. The analyst collaborates with internal departments to enhance the customer experience, addresses issues with urgency, and ensures compliance with relevant regulations. The role requires strong customer focus, proactivity, adaptability, teamwork, communication skills, and the ability to analyze and use data effectively.

POSITION RESPONSIBILITIES: 

• Analyze and build deep knowledge on the latest speech applications and technology in the market to provide expert advice to customers
• Understand industry best practices in therapy application and customer needs
• Develop and maintain a library of educational content to empower customers, enhancing their knowledge, self-sufficiency, and independence in AbleNet’s product line
• Build and foster relationships with thought leaders across the industry
• Provide high-quality interaction with customers via phone, emails, chats, and virtual meetings, coaching customers to confidence in their knowledge of AbleNet’s products and services
• Collaborate proactively with internal departments and improve the customer experience and facilitate best outcomes
• Address all issues with the utmost sense of urgency and quality of service
• Provide clear, accurate, and consistent responses to customer inquiries to ensure the inquiry is properly resolved within a timely manner and with a minimal number of touchpoints, with the goal of first call resolution
• Provide support to ableCARE Customer Experience across their team queues
• Document all customer interactions in the CRM tool with precise, accurate and comprehensive details to ensure high-quality data capture for quality control. 
• Identify and address challenges related to product support and services workflows
• Ensure compliance with HIPAA, FERPA and other applicable regulations as per AbleNet’s requirements
• Adhere to departmental procedures, processes, and workflows
• Follow and promote the department and corporate mottos (7 Rules of Engagements, 5S Methodology, and BE3)
• All other duties as assigned

CORE COMPETENCIES, SKILLS & ABILITIES: 

• Customer Focus and Professionalism: Customer-focused with a professional and friendly demeanor, maintaining strong interpersonal and customer service skills
• Proactive and Self-Motivated: Demonstrates proactivity, agility, tenacity, curiosity, forward-thinking, and self-motivation; organized, detail-oriented, and responsible. Acts with a sense of urgency
• Adaptability and Flexibility: Flexible and adaptable to changing needs and priorities, with the ability to pivot direction as needed.
• Team Collaboration: Team player with a collaborative approach to work; effectively works with internal and external stakeholders. Maintains focus on team needs
• Strong Communication Skills: Exhibits strong written and verbal communication, critical thinking, active listening, and problem-solving abilities
• Analytical and Data Skills: Capable of analyzing and successfully using data

POSITION REQUIREMENTS:

Education & Experience

• Educational and Professional Credentials: Master's degree in Speech-Language Pathology and certification as a Speech-Language Pathologist preferred.
• Experience with AAC: Minimum of 3 years of experience working with individuals using AAC in clinical and/or school settings; direct experience with AbleNet's funding service for speech devices preferred.
• Technical Proficiency: Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook), CRM software (SalesForce, HubSpot), and virtual platforms like Zoom; general computer skills and software experience preferred.
• Organizational and Interpersonal Skills: Highly organized, self-starter, motivated, goal-oriented, passionate, confident, resilient, energetic, with a strong work ethic, compassionate, and empathetic.
• Communication Skills: Demonstrates excellent communication skills across multiple modalities adapting approach to facilitate understanding

Physical, Time, Presence & Other Requirements

Physical: 

 Active Office Environment: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and small carry parcels, packages and other items, and to walk short distances.

Time:

 Full-Time, Exempt employees work an average of 40 hours per week.  Additional hours may be required as necessary.

Presence: 

 Fully Remote: Onsite presence is not expected/will be minimal

Travel:

This position is fully remote; travel is not expected or will be less than 10%