Customer Care Analyst

Overview

TheCustomer Care Analyst plays a key role in supporting Casella’s Customer Care Team by gathering, interpreting, and presenting relevant data to transformit into actionable intelligence. This role willmeasure key performance indicatorsthat help leaders evaluatecurrentprocesses,identifygrowthopportunities, and strengthen operationalefficiency for our customers. TheCustomer Care Analystwill collaborate closely with other organizational partnersand Customer Careleadershipto ensure data accuracy and project staffing needs, and will assist in developing tools toenhance efficiencyand drive continued growth.

Hiring Range: $59,000 to $76,000 annually, plus incentive pay and ample opportunities for advancement with our career paths program.

Applicants must be legally authorized to work in the United States without restriction for any employer. We are not able to provide visa sponsorship or assume existing sponsorships.

Responsibilities

• Collectsand interpretsdata to help facilitate organizational decision-making, as well as providesclear analysis of key trendsand patternsin customer behaviors.
• Maintains up-to-datedatabasesto help informthecustomer experience,providequality assurance insights, anddeterminethe success ofmarketing campaigns, customer retention practices, andproblem resolution processes.
• Utilizes organizational knowledge and learned insights to help Customer Care leadership project staffing needs based onanticipatedservice volumes.
• Monitors key performance indicatorsrelated to customer engagement, customer satisfaction, andoperational efficiency metrics, including creating andutilizingcall center performance reportsto make data-driven recommendations.
• Conductsroot cause analyses of potential business problems andformulatesreports based upon data-driven findingsand customer insightsto contribute recommendationsto Customer Care leadership, as well asidentifyareas for potential growthand help toeliminategaps in our customer experience.
• Supports the development, testing, and optimization of future tools and automation within the Customer Care environmentbymaintainingmetrics on call deflection,average handle time reduction, and overall team efficiency.
• Providesresearch,analysis,and operational support to both theCustomer CareTeam andthegreater Casella organization, including collaboration with Casella’s Marketing, Sales, and Sustainable Growth teams.
• Independently develops,manages, and drives projectsas requested based on the needs of theCustomer CareTeam, includingfuture planning for the organization through the creation of predictive analytical modelsand other multi-source data models.
• Participates in training and other learning opportunities to expand knowledge of the company, regulatoryguidelines, and safety practices, as well as performing any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.
  
  

Customer Care AnalystI:Has1-3 years of experience in Customer Care and Data Analytics.Demonstrates basic knowledge of Casella’sCustomer Carepractices and services in the waste industry.Possesses solid working knowledge ofdataanalysis. Effectively manages assigned datasets and projects, leveraging data to addressrelevant performance trends. Analyzes and interprets findings from data, only asking forassistanceoradditionalinsight when needed.

Customer Care AnalystII:Has3-5years of progressively complex experience in theCustomer Care and Data Analyticsfield.Demonstratesa solid understanding of Casella’sCustomer Carepractices and services in the waste industry.Possesses comprehensive knowledgeofdataanalysis.Prepares reports, completes data entry,andsupports managers in the fieldbyassistingin staffing needs projections.Effectively coordinatesefforts between theCustomer Care Team and field leadership.Demonstratestheability to mentor and train otherCustomer Carestaff.Buildsrelationshipsacross all levels at Casella.

Customer Care AnalystSr.:Has6+years of progressively complex experience in theCustomer Care and Data Analyticsfield.Demonstrates acomprehensive understanding of Casella’sCustomer Carepractices and services in thewaste industry.Possesses expert knowledge ofdataanalysis.Highly skilled in communicating complexinformation in an understandable manner andexpertly synthesizes data into a variety of formats and presentations. Proficient inCustomer Caredatabase operationsand able to work independently.Providesthoroughmentoring and training toCustomer Carestaff.Hasbuilt strong relationshipswithintheCustomer CareTeam and across various divisions and lines of businessinCasella.

Qualifications