SLP ableCARE Product Success Analyst

POSITION SUMMARY:

The ableCARE Product Success Analyst is responsible for the following key service outcomes to AbleNet: (1) high-quality interaction with customers via phone, emails, chats, and virtual meetings; (2) providing clear, accurate, and consistent responses to customer inquiries to ensure the inquiry is properly resolved within a timely manner and with a minimal number of touchpoints; (3) recording all customer interactions in Salesforce with clear, accurate, and detailed information to ensure a high-quality level of data is captured for quality control purposes; (4) provide product support within a timely manner to minimize the impact on our customers.

POSITION RESPONSIBILITIES:

• Provide high-quality interaction with customers via phone, emails, chats, and virtual meetings
• Address all issues with the utmost sense of urgency and quality of service
• Provide clear, accurate, and consistent responses to customer inquiries to ensure the inquiry is properly resolved within a timely manner and with a minimal number of touchpoints
• Record all customer interactions in Salesforce with clear, accurate, and detailed information to ensure a high-quality level of data is captured for quality control purposes
• Process all warranty product requests within a timely manner to minimize the impact on our customers
• Identify challenges as it relates to supporting AbleNet products
• Identify challenges as it relates to product support and services processes/workflows
• Maintain HIPPA and FERPA laws in accordance with the compliance requirements of AbleNet
• Provide cross-functional training to other members of the team as needed
• Identify and address departmental and cross-departmental issues and challenges
• Adhere to all departmental procedures, processes, and workflows
• Follow and promote the department and corporate mottos (7 Rules of Engagements, 5S Methodology, and BE3)
• All other duties as assigned

CORE COMPETENCIES, SKILLS & ABILITIES:

• Ability to clearly communicate with team members to share information, address possible issues, resolve issues, recommend possible solutions, implement changes to processes/workflows, et al
• Ability to clearly interpret information and its impact on the various activities and functions of the ableCARE team
• Efficient problem analysis and problem-solving skills
• Ability to actively participate and work in cross-functional teams throughout the company

POSITION REQUIREMENTS:

Education & Experience

• Masters in Speech Language Pathology
• At least 3-years of experience working with clients using an iPad-based speech device

Physical, Time, Presence & Other Requirements

Physical:

Active Office Environment: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and small carry parcels, packages and other items, and to walk short distances.

Time:

Full-Time, Exempt employees work an average of 40 hours per week. Additional hours may be required as necessary.

Presence:

Flexible: This role can be performed in a fully onsite, fully remote, or hybrid capacity.