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Customer Care Reporting & Analytics Analyst Job, Center Line, MI

Job Number: 1028877

Location: Center Line, MI

Date Posted: 8-1-2017


Customer Care serves as the touchpoint for all customer questions or concerns regarding their ownership experience. The Reporting & Analytics team analyzes the data collected from these touchpoints to generate insights to help drive a positive ownership experience. The Analyst role supports FCAs' vision to provide best in class customer service by identifying opportunities within KPI performance, process adherence, gaps in reporting and improving the ownership experience. Customer Care at FCA is undergoing a systems, process and operational transformation. This position will support this evolution of reporting to support these changes.

Job responsibilities include but are not limited to:

  • Monitoring market and site level KPIs to identify trends in performance
  • Generate recurring scorecard reports and analysis associated with call centers and customer service satisfaction, to support managers in Customer Care as well as other Business Units (Warranty, TSO, Dealer Network, etc.)
  • Assist with report development and design including analytic dashboards
  • Identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects
  • Collaborate and partner with cross functional teams on investigative advanced analytics and predicative modeling projects
  • Create executive level PowerPoint presentations
  • Participate in project-based assignments which improve upon the customer experience as well as further develop skills and leadership of this position

Basic Qualifications:
  • Bachelor Degree in Project Management, Business Administration, or Decision Science/ Statistics or related field
  • Expert level in Microsoft Business Suite (Excel, PowerPoint, VBA)
  • Must be creative and design oriented
  • Goal-oriented and self-directed
  • Demonstrated enthusiasm and ability to drive change
  • Strong verbal and written communication skills
Preferred Qualifications:
  • Master Degree in above related area of study
  • Photoshop Experience
  • Demonstrated ability to learn and be proficient with new software applications
  • Knowledge of Salesforce and Salesforce reporting tools

FCA US is proud to extend to its employees a compensation and benefits package that is designed to retain their talent and to motivate and reward job performance. Our present compensation program provides for competitive, market based salaries, and annual vacation and holiday time off. We make available a comprehensive health care benefits plan which, depending upon the employee’s role, includes medical, dental, vision and prescription drug coverage. We also offer a disability absence plan, group and optional life insurance program, savings plan, tuition assistance, and vehicle purchase and lease discounts for certain employees, and for their family and friends.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.

Note: Some of the benefits listed above may not apply to summer vacation replacement and temporary employees.

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