Senior Customer Service Analyst - Subscription Programs

Location: Los Alamitos, CA, US Requisition ID: 10565 Company: Epson America, Inc Epson is a global technology leader whose philosophy of efficient, compact and precise innovation enriches lives and helps create a better world. Creating an exceptional customer experience extends beyond our products, it includes every interaction customers have with Epson throughout their journey. Epson is seeking a Senior Customer Service Analyst – Subscription to help continuously improve the customer experience for our direct-to-consumer print subscription program. In this role, you will analyze customer interactions, service trends, support processes, and contact center performance to identify opportunities to improve customer satisfaction, engagement, and operational effectiveness. Serving as a customer advocate, you will work closely with internal teams and outsourced service providers to turn customer feedback and operational data into actionable recommendations. You will also investigate escalated customer issues, support quality assurance efforts, and help ensure customer service policies, procedures, and support experiences consistently meet program expectations. This position will be based out of Epson America's headquarters, with an opportunity for a hybrid schedule.

What You Will Be Doing: Advanced Customer Service Advanced Contact Center Monitoring Advanced Relationship Management

What You Will Bring: 5–8 years of experience in customer service operations, customer experience, contact center quality, service analytics, or a related role Experience analyzing customer interactions, service trends, customer feedback, and contact center performance Experience with contact center quality assurance, including call, email, chat, or transcript review Strong analytical and problem-solving skills with the ability to identify trends, root causes, and opportunities for improvement Experience developing reports, metrics, and recommendations related to customer satisfaction, service quality, or operational performance Experience investigating and resolving escalated customer issues Strong understanding of customer service processes, policies, and quality standards Experience working with CRM, contact center, call transcription, or quality monitoring applications Experience collaborating with outsourced contact centers or BPO service providers preferred Strong written and verbal communication skills with the ability to provide clear, constructive recommendations and feedback Strong relationship-building skills with the ability to collaborate across Service, Product Management, Credit, Operations, and other functional teams Customer-focused mindset with the ability to balance customer experience, operational requirements, and business objectives Completion of a two-year college, technical, or commercial school program or equivalent experience

Employee Benefits: Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date Generous paid time off, including sick time, vacation, and holidays Income protection plans, including life insurance and short-term and long-term disability programs paid by the company 401K plan with company matching Educational reimbursement, employee assistant program (EAP), adoption assistance, employee discounts and much more! The starting annual base pay for this role is between USD $85,322 and $111,984. Please note that this position's salary range may include multiple levels. The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. Epson America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local laws.