Full TimeCharlotte, North CarolinaPosted 06/03/2025Areas of interest: Information TechnologyRequisition Number: 2025-55332CDA315
Turn client and employee feedback into organizational excellence.
Job Summary
What if you had the power to transform client and employee feedback into strategic insights that drive organizational excellence? As a Root Cause Analyst in our Client Services team, you’ll dive deep into customer data, sales metrics and client interactions to uncover trends and opportunities for improvement. Your analysis will shape the development of tools, training and processes, ensuring seamless and positive experiences for all stakeholders.
What our Enterprise Root Cause Analyst Enjoy Most About the Role
Transform Customer Experiences: Actively simplify and enhance the customer experience for smoother interactions.
Advanced Root-Cause Analysis: Identify and resolve the underlying causes of client disputes with business partners and leadership.
Data-Driven Insights: Provide unbiased and professional data and operational feedback.
Trend Analysis: Identify and interpret trends in data sets to inform strategic decisions.
Revenue and Retention Impact: Enhance client retention and revenue by assessing billing and client interactions, and standardizing processes for accuracy and efficiency.
Working Conditions
Normal office environment.
Qualifications
Education:
Bachelor’s Degree in a related field or equivalent experience.
Experience:
B2B Sales or Client/Customer Services: 4+ years
Billing Systems (CSG/ICOMS): 2+ years
CRM (Salesforce.com): 2+ years
Process Improvement: 2+ years
Technical Skills:
Proficient in Excel, PowerPoint, and Word
Intermediate-level proficiency in CSG/ICOMS and Salesforce.com
Skills & Abilities:
Fluent in English for clear communication
Strong project management skills
Collaborative team player
Independent problem-solving
Ability to analyze large datasets
Flexible and open to learning
Critical thinking and analytical skills
Preferred Qualifications:
Preferred Education:
Six Sigma certification
Preferred Experience:
Experience exploring data sets using SQL
Experience creating and presenting PowerPoint presentations
Experience in customer service
Spectrum Connects You to More
Tools + Tech: Work with innovative, customer service technology and information systems.
Competitive Pay: Generous starting salary, plus pay increases as you advance and paid training.
Dynamic Growth: The growth of our industry and evolving technology will power your career as you move up or around the company.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
