Customer Service Analyst
New
J
JobgetherCustomer Success
Full-time, work-from-home opportunity in the United StatesFull-TimeJunior
Salary53,800 - 67,300 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- Data AnalysisProcess improvementCRM
Requirements
- 2+ years of experience in customer service operations, reporting, business analysis, or a related field.
- Bachelor’s degree in Business, Customer Service, Communications, or a related discipline preferred; equivalent professional experience may be considered.
- Experience working with service data, CRM or case-management systems, spreadsheets, and reporting tools.
- Working knowledge of customer service operations, case management, issue resolution, service-level management, and data analysis.
- Ability to investigate data and operational issues, identify patterns, and determine appropriate corrective actions.
- Strong analytical and problem-solving skills, with the ability to connect data, processes, and customer impact.
- Excellent written and verbal communication skills, with the ability to present findings in a clear and practical manner.
- Strong organizational and time-management skills, including the ability to prioritize multiple assignments and deliverables.
- Ability to work independently on defined assignments while collaborating effectively with cross-functional stakeholders.
- A proactive approach to problem-solving, with a demonstrated ability to drive issues toward closure.
- Comfortable working within established policies, procedures, and guidelines while continuing to develop expertise in customer service processes and business operations.
Responsibilities
- Prepare and analyze customer service reports, service-level results, complaint trends, case activity, and other operational metrics to support business decision-making.
- Administer customer documentation, account records, reporting requirements, and defined workflows or portfolios.
- Investigate service data, recurring issues, case trends, and documentation discrepancies to identify root causes and improvement opportunities.
- Coordinate corrective actions with branches, operations, support teams, and other stakeholders to resolve identified issues.
- Partner with operational teams to improve customer service processes, record quality, reporting accuracy, and overall service outcomes.
- Track service performance and identify trends that may affect customer satisfaction, operational efficiency, or service-level objectives.
- Create and maintain procedures, documentation, and supporting materials for customer service processes.
- Contribute to projects and initiatives designed to improve the efficiency, consistency, and scalability of customer service operations.
- Manage multiple deliverables and priorities while maintaining accuracy and meeting established deadlines.
- Communicate findings and recommendations clearly, translating data and process observations into practical actions.
- Follow issues through to resolution, ensuring that identified problems are addressed rather than simply documented.
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