Customer Service Analyst

Brink's Inc

1d•$53,800 - $67,300•Remote

About The Position

The Customer Service Analyst II develops and executes customer service reporting, documentation, and improvement deliverables for defined initiatives, partnering with stakeholders to solve routine-to-moderately complex issues. Applies working knowledge to manage multiple priorities and improve customer service processes and outcomes. Typical work includes reporting, trend analysis, documentation administration, and support for service issue investigation.

Requirements

2+ years of customer service operations, reporting, business analysis, or related experience.
Experience using service data, CRM/case systems, and spreadsheets to investigate issues and track performance.
Ability to prioritize multiple deliverables, communicate findings, and work independently on defined assignments.
Connects data, process, and customer impact when solving problems.
Communicates findings in a clear and practical way.
Drives issues toward closure rather than stopping at observation.

Nice To Haves

Bachelor's degree in Business, Customer Service, Communications, or a related field preferred; equivalent experience considered.

Responsibilities

Prepare and analyze customer service reports, service level results, complaint trends, and case activity to support decision making.
Administer customer documentation, reporting requirements, and account records for defined workflows or portfolios.
Investigate service data, recurring issues, or documentation discrepancies and coordinate corrective actions with stakeholders.
Partner with branches, operations, and support teams to improve service processes, record quality, and reporting accuracy.
Document procedures and support projects that improve the efficiency and consistency of customer service operations.