Customer Care Analyst

Casella Waste Systems•Rutland, VT

12h•$59,000 - $76,000

About The Position

The Customer Care Analyst plays a key role in supporting Casella’s Customer Care Team by gathering, interpreting, and presenting relevant data to transform it into actionable intelligence . This role will measure key performance indicators that help leaders evaluate current pro cesses , identify growth opportunities , and strengthen operational efficiency for our customers . The Customer Care Analyst will collaborate closely with other organizational partners and Customer Care leadership to ensure data accuracy and project staffing needs, and will assist in developing tools to enhance efficiency and drive continued grow th. 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.

Requirements

The candidate possesses outstanding relationship‑management abilities, along with excellent listening, communication, and problem‑solving skills.
They are proficient in Microsoft Office and other related platforms and demonstrate exceptional organizational abilities.
They can also effectively teach and train others.
In terms of experience, the candidate has a proven ability to work collaboratively as part of a team and brings 1–3 years of experience in the customer care or analytics field.
They also have relevant experience with data systems, including Excel and Power BI.
The required educational background includes a bachelor’s degree in Business Analytics, Data Science, Business Administration, or a related field.
Only U.S. citizens, lawful permanent residents, or TN Visa holders may apply.
U.S. work authorization is required.
Visa sponsorship is not available.
Organized , team-oriented individual who is a self- starter that can understand and synthesize data and information from any number of sources for others to consume, and is curious and driven toward continuous learning and process improvement.

Responsibilities

Collect s and interpret s data to help facilitate organizational decision-making, as well as provide s clear analysis of key trends and patterns in customer behaviors.
Maintains up-to-date databases to help inform the customer experience, provide quality assurance insights , and determine the success of marketing campaigns, customer retention practices, and problem resolution processes.
Utilizes organizational knowledge and learned insights to help Customer Care leadership project staffing needs based on anticipated service volumes.
Monitors key performance indicators related to customer engagement, customer satisfaction, and operational efficiency metrics , including creating and utilizing call center performance reports to make data-driven recommendations .
Conduct s root cause analyses of potential business problems and f ormulates reports based upon data-driven findings and customer insights to contribute recommendations to Customer Care leadership , as well as identify areas for potential growth and help to eliminate gaps in our customer experience.
Supports the development, testing, and optimization of future tools and automation within the Customer Care environment by maintaining metrics on call deflection, average handle time reduction, and overall team efficiency.
Provide s research, analysis, and operational support to both the Customer Care Team and the greater Casella organization , including collaboration with Casella’s Marketing, Sales, and Sustainable Growth teams.
Independently develops, manages , and drives projects as requested based on the needs of the Customer Care Team , including future planning for the organization through the creation of predictive analytical models and other multi-source data models.
Participates in training and other learning opportunities to expand knowledge of the company, regulatory guidelines , 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.

Benefits

Employees enjoy a robust suite of benefits, including medical, dental, and vision coverage
life and disability insurance
maternity and parental leave
flexible spending accounts
a discounted employee stock purchase program
a competitive 401(k) with employer match
employee awards and recognition programs
employee assistance and employee resource navigator programs
wellness incentives
tuition assistance
clear career development pathways—and so much more.