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Business Analyst (Customer Care/Retention)

Auburn Hills, MI

Posted: 12/19/2022 Industry: Analyst Job Number: 36585

Job Description

Our client, a major automotive manufacturer, is looking for a Business analyst to work with their  Head of Critical Customer Management and Customer Retention. 


This long term contract opportunity (possible extension or direct hire for the right candidate) offers a starting pay rate of $24.75/hour (benefits are available). 

Position is 100% Remote.


The Business Analyst will extract data from multiple systems, SAP, CSPS, Mainframe, etc. And perform analysis for management. 


Responsibilities include but not limited to:
  • Monitoring various operational dashboards and systems to identify at-risk vehicles, and determining path to final resolution
  • Monitoring open cases and KPIs to identify trends in performance, process adherence, buybacks or warranty litigation
  • Identifying opportunities for performance improvements, and assist in system-enhancement projects
  • Assisting with report development and design, including dashboard enhancements
  • Monitoring and addressing all submissions to the team mailbox including repurchase requests, part escalations, and customer documentation
  • Maintaining and updating spreadsheets on a shared drive for team use
  • Reviewing and assisting with CDI certificate approvals/assignments, as requested



Job Requirements

  • Bachelor’s Degree in Business Administration, Marketing or Management, or another relevant area is required
  • At least 1-3 years of customer care/contact center experience
  • Experience with navigating Windows and cloud-based CRM applications like Salesforce and cloud-based telephony platforms such as Genesys
  • Proficient in all Microsoft Office applications, including Microsoft Excel as well as with Google Sheets to be able to create spreadsheets and analyze of data
  • Demonstrated ability to organize data and identify trends. This includes being able to review internal case information in support of KPIs
  • Must have excellent written and verbal communication skills
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