Customer Service Analyst

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Prepare and evaluate customer service reports, service level outcomes, complaint trends, and case activities to facilitate informed decision-making.

• Manage customer documentation, reporting requirements, and account records for specific workflows or portfolios.

• Examine service data, recurring issues, or documentation inconsistencies and collaborate with stakeholders to implement corrective measures.

• Collaborate with branches, operations, and support teams to enhance service procedures, record accuracy, and reporting precision.

• Record processes and assist in projects aimed at boosting the efficiency and consistency of customer service operations.

⛳️ Requirements

• Minimum of 2 years of experience in customer service operations, reporting, business analysis, or a related field.

• Proficient in utilizing service data, CRM/case management systems, and spreadsheets to investigate issues and monitor performance.

• Capable of prioritizing multiple tasks, conveying findings, and working autonomously on assigned projects.

• Bachelor's degree in Business, Customer Service, Communications, or a related discipline is preferred; equivalent experience will be considered.

• Proficiency in Customer Service.

• Experience in Case Management.

• Skills in Issue Resolution.

• Knowledge of Service Level Management.

• Competence in Data Analysis.

🏝️ Benefits

• Equal opportunity employer.

• Drug-free workplace.

• Reasonable accommodations/adjustments provided during the hiring process.

• Ongoing learning and opportunities to enhance skills while contributing to global solutions.