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

Job Number: 1028876

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. This role is responsible for advanced analytics, predictive modeling and development of queries and reporting in DB2 SQL (and other analytic tools). The Customer Care Reporting and Analytics Specialist will identify trends in data and communicate findings with operations/cross functional teams. The position will also identify opportunities to improve reporting and analytics capabilities and assist in system enhancement projects. The position will connect disparate data sources to correlate and normalize customer care data with other relevant data sources. The Customer Care Reporting and Analytics Specialist will focus on the following functions:
  • Development of ad hoc DB2 SQL queries
  • Assist in automation of reporting
  • Lead predictive modeling (linear regression, logistic regression, etc.)
  • Qlik Sense development
  • Generate other operational reports as necessary
  • Identify trends in data and develop solutions to ad hoc issues
  • 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
  • Advanced knowledge of DB2 SQL
  • Goal-oriented and self-directed
  • Demonstrated enthusiasm and ability to drive change
  • Strong verbal and written communication skills
  • Intermediate experience using statistical software (SPSS, SAS, R, etc.)
  • Expert level in Microsoft Business Suite (Excel, PowerPoint, VBA)
Preferred Qualifications:
  • Master Degree in above related area of study
  • 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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