JOB PURPOSE

The PT/FT Service Analyst will work directly with our Operations and Client Success teams to ensure client services are being delivered within established parameters by providing real-time monitoring, historical reporting and analysis of data and processes.

ESSENTIAL FUNCTIONS

• Work with Client Services and Operations to identify and share systemic and client-impacting issues and escalating through proper channels of leadership.
• Provide real-time and historical reporting of issues and events
• Monitor planned and unplanned maintenance, outages, and help activate processes to ensure seamless delivery of client services
• Analyze all request tickets and resolve in a timely manner.
• Assist in the creation and modification of real time workforce management tools to effectively manage services on a daily basis and prevent out-of-service scenarios.
• Create effective & accurate correspondence, memos, and reports.
• Communicate effectively and professionally in all forms of communication with internal and external clients.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES

• Function as an effective team member while supporting the efforts and concepts of other departments.
• Apply personal ethics, honesty, initiative, flexibility and confidentiality in all areas of responsibility.
• Show an enthusiastic, energetic, self-motivated, and detail-oriented approach towards work and all work projects.
• Possess strong problem solving and decision-making skills while using good judgment.
• Multitask and change from one task to another without loss of efficiency or composure.
• Maintain a positive work atmosphere with clients, coworkers and management.
• Identify opportunities for improvement while creating and implementing viable solutions
• Perform other duties as assigned.

EXPERIENCE AND EDUCATION

• Bachelor’s Degree (B.A. or B.S.) preferred (completed or in process)
• Proficient knowledge of CRM + ticket tracking systems & processes, B2C marketing processes, MS Office, GSuite, and general technical proficiency.
• Experience in database languages and data visualization (SQL, Tableau, etc…) a plus.

REQUIRED TRAITS

Intelligent, articulate, intellectually curious, persuasive, logical, composed under pressure, driven to succeed

REQUIRED SKILLS/EXPERIENCE

Business analysis, numerical reasoning, data visualization, establish and implement method of tracking key performance indicators, identify systemic problem and develop and track remediation plan, resource planning for competing initiatives based on impact analysis, communication with external customers at all levels including executive

RESPONSIBILITIES

• As part of the product team this role will serve as the product owner for all internal dashboards and key performance indicators
• Ownership of dashboard and KPI reporting encompasses the full product lifecycle from defining new KPI’s needed, requirements gathering, development, QA, distribution, training and adoption, change control, to deprecation
• The Senior Data Analyst must be comfortable with data manipulation and visualization and proficient in precise and effective communication with developers, product managers, project managers, client managers, business line owners, client executives and executive stakeholders
• Visualizing, tracking, monitoring, analyzing, and remediating deficiencies with data quality and coverage will be an ongoing area of focus
• Lead ad hoc investigations with varying degrees of specificity and exploration involved.  Examples might resemble the following:
  • Is there a correlation in historical data between event x and KPI y?
  • The industry thinks that x is generally true?  Do we have any data that supports or refutes that? 
  • Do you have any ideas why x has dropped off the last month?
• The Senior Data Analyst must know both the data and the business context well enough to prioritize and budget the appropriate level of investment into determining the answer

SUMMARY

SeniorVu, a rapidly growing startup located in the Crossroads, is seeking energetic and reliable professionals to join our team as a Family Advocate for individuals seeking private-pay senior living. The successful candidates will be responsible for answering incoming calls, utilizing company policies to qualify individuals based on location, finances and care level for our senior living community clients. Our Family Advocate team is often the first point of contact for senior living or active 55+ living, so we are interested in hiring empathetic individuals with a knowledge of senior living, a commitment to prospect and client satisfaction and an ability to make quick and accurate decisions.

RESPONSIBILITIES

• Answer incoming customer phone calls and take appropriate action for each call
• Make outbound calls to prospects who have inquired about senior living
• Maintain quality ratings based on explicit criteria set forth by the company
• Attend mandatory training and call review sessions to stay updated on product or company policy changes
• Must be able to train Monday-Friday, normal business hours.
• Schedule community tours after qualifying prospects, maintain a call cadence to ensure proper follow-up with prospective residents.
• Ability to work using SeniorVu provided MacBook to research and input data into the SeniorVu platform.