Customer Service Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Analyst based in the United States.

This role supports customer service operations through data analysis, reporting, documentation, and process improvement.

• 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.

• 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.

• Annual pay range: $53,800–$67,300, with the published range specifically applicable to certain locations including New York, California, Colorado, Washington, and Maryland.
• Full-time, work-from-home position in the United States.
• Opportunity to develop expertise in customer service analytics, reporting, process improvement, and operational performance.
• Collaborative environment with opportunities to work across branches, operations, and support functions.
• Opportunities to contribute to initiatives that improve service quality, operational consistency, and customer outcomes.
• Equal opportunity workplace committed to inclusion, professional growth, and a respectful working environment.
• Reasonable accommodations are available during the hiring process for qualified individuals who require them.