Business Analyst

Make a real impact on customer satisfaction in this exciting Business Analyst role with a leading automotive organization! Partnering with Aquent, a global leader in talent solutions, you'll be at the forefront of resolving complex customer concerns, ensuring a positive brand experience, and contributing directly to the company's reputation for excellence. As a key member of the team, you'll work closely with executive leadership and internal stakeholders, showcasing your problem-solving skills and commitment to customer care.

As a Business Analyst, you will act as the Executive Referrals Manager, addressing escalated customer complaints that have reached senior leadership, including members of the Board of Directors. You will be the point person for resolving these sensitive issues, ensuring customer satisfaction and protecting the brand's reputation.

This role demands a high level of empathy, excellent communication, and the ability to navigate complex situations with diplomacy and efficiency.

Responsibilities:

• Receive and manage escalated customer cases referred by top management.
• Investigate customer requests and conduct thorough research using company systems.
• Develop and execute action plans to resolve customer issues, ensuring closed-loop case management.
• Collaborate with the dealer network and internal departments to find effective solutions.
• Provide regular updates to referring parties and executive leadership.
• Maintain accurate records of customer interactions and resolutions.

Must-Have Qualifications:

• Bachelor's Degree
• 5+ years of professional working experience
• Excellent written and verbal communication skills
• Ability to work effectively under pressure and manage conflicting priorities
• Strong problem-solving and decision-making abilities
• Proficiency in Microsoft Office/Google Suite and internet browsers

Nice-to-Have Qualifications:

• 2+ years of customer service experience, preferably in a contact center or dealership
• Previous experience with premium brands, luxury hospitality, or retail
• Experience with cloud-based CRM and telephony tools

The target hiring compensation range for this role is $24.79 to $27.55 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. . More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.