Massachusetts Jobs

Description We are in search of a Customer Service Representative to join our team in the non-profit sector at Turners Falls, Massachusetts. You will be instrumental in analyzing and interpreting customer data, developing key performance indicators, and providing actionable recommendations to enhance customer satisfaction and retention.

Responsibilities:

• Analyze and interpret customer data to identify trends and insights that can inform decision-making processes.

• Develop and maintain key performance indicators to measure customer success and satisfaction, and generate regular reports to share insights with stakeholders.

• Use predictive analytics models to forecast customer behavior, identify potential risks, and recommend proactive measures to mitigate them.

• Segment customers based on various criteria such as product usage, behavior, and feedback to tailor engagement strategies and support initiatives.

• Analyze customer feedback and survey responses to gain insights into satisfaction levels and areas for improvement and translate feedback into actionable strategies.

• Assess product adoption rates and identify opportunities to improve user onboarding and feature utilization through data-driven recommendations.

• Collaborate closely with different teams to share insights and influence strategies for enhancing customer success.

• Implement and maintain data automation processes and tools to streamline data collection and reporting.

• Stay updated on industry trends and best practices in customer success analytics to continuously improve our approach. Requirements • Proficiency in Data Entry and Computer Data Entry is essential

• Strong command of Word and Excel is required

• Previous experience in a customer service role within the non-profit sector is preferred

• Excellent communication and interpersonal skills are necessary

• Ability to handle and resolve customer inquiries and complaints effectively and efficiently

• Demonstrated ability to multitask and manage time effectively

• Capacity to work well in a team-oriented environment

• Must have a customer-oriented approach and patience in dealing with customers

• High school diploma or equivalent is required; further education in a related field is a plus

• Bilingual skills may be beneficial, but not mandatory

• Willingness to undergo training and adapt to changes in customer service policies

• Comfortable working with diverse populations and demonstrating cultural sensitivity TalentMatch®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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