{"id":3399297,"url":"https://alion.io/job/maytronics-sr-customer-care-representative","title":"Sr. Customer Care Representative","company":{"id":2860758,"name":"Maytronics","domain":"maytronics.com.au","url":"https://alion.io/company/maytronics-com-au","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Duluth, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":70000,"max_usd":148000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":768},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-10-28T13:04:16Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T20:52:44Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Description\nMaytronics North America is seeking a Senior Customer Care Representative focused on Business Analysis & Quality Insights to support our Customer Care organization and outsourced contact center partner.\nThis role turns Customer Care data into actionable insight. The primary focus is business analysis, interpreting operational performance, identifying trends and root causes, and recommending practical improvements. Quality assurance is a secondary function, providing the interaction-level evidence that informs analysis. The role also supports complex escalations and works closely with leadership, training, reporting, and outsourced partner teams. This is an in office position based in our Duluth, GA office.\nResponsibilities:\nBusiness Analysis & Performance Insights\n· Analyze Customer Care performance data to identify trends, recurring issues, and operational risks.\n· Evaluate relationships between quality results, CSAT, NPS, repeat contacts, and service performance.\n· Lead root-cause analysis of complaints, operational defects, and service failures.\n· Build operational reports, dashboards, and leadership presentations.\n· Support Annual Operating Plan (AOP) preparation by compiling data, identifying trends, and developing supporting materials.\n· Track improvement initiatives and corrective actions, measuring whether changes improve performance.\n· Present findings and data-driven recommendations to Customer Care leadership.\nQuality Assurance\n· Conduct quality evaluations of phone, email, and chat interactions.\n· Partner with the outsourced Quality Management team on calibration sessions and consistent scoring standards.\n· Monitor quality scores, critical errors, and new-agent readiness.\n· Recommend coaching, training, or process corrections based on quality findings.\nEscalation & Cross-Functional Support\n· Handle first- and second-level escalations involving complex issues, repeat failures, and warranty concerns, documenting actions and resolutions accurately.\n· Identify recurring escalation trends and recommend preventive actions.\n· Participate in vendor performance reviews and support rollout of new products, processes, and policies.\n· Provide backup coverage for reporting, training, and operations during high-volume periods or absences.\nThis position also requires direct phone support as needed.\nRequirements\n· 3+ years of experience in customer care, contact center operations, or a related environment.\n· High School Diploma or GED required; College degree or equivalent experience preferred.\n· Experience in business analysis, performance reporting, or customer experience analysis; quality assurance experience is a plus.\n· Strong analytical and problem-solving skills, with the ability to identify trends and communicate findings clearly.\n· Advanced proficiency in Microsoft Excel and Microsoft Office applications.\n· Strong written and verbal communication skills and attention to detail.\n· Ability to work independently, manage competing priorities, and collaborate across departments.\n· Experience with Salesforce, contact center platforms, or quality monitoring systems.\n· Knowledge of contact center KPIs, including SLA, AHT, QA, CSAT, NPS, and repeat contacts.","description_format":"text","description_chars":3224,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Domestic & Household Robotics","Pools, Spas & Hot Tubs"],"lifecycle":[{"event":"open","at":"2026-10-28T13:46:18Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":21,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/maytronics-sr-customer-care-representative","json_url":"https://alion.io/job/maytronics-sr-customer-care-representative.json","meta":{"generated_at":"2026-11-02T00:36:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1022,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2860758},"rest":"https://alion.io/mcp/rest/get_company?id=2860758"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmaytronics-sr-customer-care-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmaytronics-sr-customer-care-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmaytronics-sr-customer-care-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/maytronics-sr-customer-care-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmaytronics-sr-customer-care-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3399297}},{"tool":"search_jobs","arguments":{"company":"maytronics.com.au","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3399297},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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