CX Operations Analyst (Remote)

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet. 
 
Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.  
 
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications. 

Position Summary & Location

At Acuity, the CX Operations Representative is responsible for the hands-on implementation, configuration, and ongoing maintenance of third-party service enablement tools, including Salesforce (CRM and Work Management), Five9 (Call Center management), Qualtrics (Surveys), and other tools that facilitate Customer Experience business functions. They maintain the front-line application reporting infrastructure for ABL's Customer Experience service teams, enabling managers and individuals to monitor Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and other essential data points to ensure a best-in-class customer experience. The CX Operations Representative builds and maintains surveys within ABL's Voice of Customer (VoC) program, configures reports and dashboards, and provides feedback results on request. They also help configure other CX tools that provide data-driven customer insights.

This U.S.-based remote role travels as needed for business purposes.

Primary Responsibilities Include

• Executing technology and process improvements for strategic Customer Experience (CX) initiatives to drive best-in-class service internally and externally. 
• Applying technical solutions to facilitate CX business processes.
• Interpreting business requirements, configuring tech applications and software integrations, creating reports, and assisting with business team enablement.
• Implementing self-service applications to increase the team's bandwidth for supporting higher complexity issues. 
• Introducing and configuring support tools that optimize the intake and assignment of customer requests.
• Assisting business partners with Knowledge Base configuration and expansion of a Knowledge-Centered Service (KCS) methodology across service teams.
• Expanding a Service Quality Program to ensure that best practice adherence is measurable, visible, and consistent management processes are in place. 
• Improving an activity management system using tech-enabled playbooks to guide and track customer success touchpoints, both manual and automated. 
• Applying technology to facilitate internal communication, enabling service teams to better manage customer requests across a network of support delivery teams.
• Supporting ad hoc process improvement projects that require new applications of technology.

Qualifications

• A bachelor's degree in a related field is preferred. 
• Experience implementing and configuring applications, as well as building and communicating reports and surveys, is preferred. 
• System administration experience specific to Salesforce (SalesCloud, ServiceCloud, MarketingCloud) and Qualtrics is preferred. 
• Must have strong organizational and time management skills.
• Professional written and verbal communication skills are required.
• Excellent problem-solving, critical thinking, and interpersonal skills are required.
• Available to travel as needed for business purposes.

The Ideal Candidate Offers

• Technical aptitude to quickly learn new software and apply technical knowledge to new toolsets.
• The ability to interpret process requirements and configure tech solutions to meet business objectives, maximizing efficiency for customers and internal partners.
• The ability to prioritize work and efficiently manage multiple projects at the same time.
• The ability to document and communicate process and technical knowledge to business teams.
• Empathy to advocate for external and internal partners while providing a stellar experience.
• Natural curiosity, eagerness to learn, and drive continuous improvement.
• Time management skills to prioritize effectively in a fast-paced environment.
• Partner cross-functionally with CX, Sales, Marketing, Product, and ABL Tech to develop policy, process, and engagement updates.

We value diversity and are an equal opportunity employer.  All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law. 

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Accommodation for Applicants with Disabilities:  As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000.  Please clearly indicate what type of accommodation you are requesting and for what requisition. 

Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.

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The range for this position is $64,300.00 to $115,700.00. Placement within this range may vary, depending on the applicant’s experience and geographic location. For a list of our benefits, click here