Job Description:
We are seeking a highly skilled and motivated Customer Service Information Investigator to join our team. As a key player in our organization, you will be responsible for creating and maintaining customer service reports within Business Intelligence tools, analyzing various data sets to identify trends, and providing executive-level updates. This hybrid role offers a combination of remote work and time in our office, providing a unique and flexible work environment.
Job Synopsis:
As a Customer Service Information Investigator, you will be the central point of contact for creating and maintaining customer service reports, examining data sets, and providing client support to our vendor partners. You will work closely with internal CS teams and vendor partners to ensure accurate and effective use of workforce management and operational data across the customer support capability.
Responsibilities:
- Develop and maintain global customer support dashboards and reports for internal stakeholders and vendor partners using various BI tools such as Tableau.
- Collaborate with the Netflix Data Insights team to transition ad-hoc Tableau dashboards into Netflix's custom data visualization tools.
- Extract, manipulate, and analyze large datasets from multiple sources to identify patterns, trends, and anomalies in customer service data.
- Provide level one support to vendor partners and collaborate with Data Engineering teams to ensure timely resolution of data integrity issues.
- Train and educate clients on how to effectively use and interpret reports and data.
- Develop and maintain up-to-date documentation, including data dictionaries, report definitions, and best practices.
- Partner closely with cross-functional teams to understand reporting requirements, business processes, and KPIs.
- Design and deliver periodic executive-level reports on status, insights, and trends to inform and guide critical business decisions.
- Develop and implement comprehensive and consistent procedures, tools, and processes related to dashboard maintenance and reporting support.
Requirements and Skills:
- Bachelor's degree in Mathematics, Statistics, Business, Information Technology, or other quantitative field, or equivalent work experience.
- Experience in data analysis, reporting, and business intelligence, preferably in a customer support or related operational setting.
- Proficiency in data manipulation and analysis using data visualization tools such as Tableau, Power BI, or similar.
- Proven ability to design and generate complex reports, dashboards, and visualizations that provide actionable insights to drive operational improvements.
- Experience working with large datasets and performing data cleansing, transformation, and validation to ensure data accuracy and integrity.
- Project/program management, process improvement, influencing, modeling, and consulting skills.
- Excellent communication, collaboration, and interpersonal skills - ability to communicate complex concepts in simple terms, considering diverse audiences to drive results.
Our Commitment to Diversity and Inclusion:
We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and mindfully. We do not discriminate based on race, ethnicity, religion, nationality, gender, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.
Ready to Apply?
If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application.
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