Customer Service Operations Analyst

EquipmentShare • Columbia, MO

13d • Onsite

About The Position

At EquipmentShare, we’re not just filling a role — we’re assembling the best team on the planet to build something that’s never been built before . We’re on a mission to transform an industry that’s been stuck in the past by empowering contractors and communities through innovative technology, real-time support, and a team that truly cares. We’re hiring a Customer Service Operations Analyst for our Corporate HQ in Columbia, MO and we’re looking for someone who’s ready to grow with us, bring energy and drive to their work, and help us build the future of construction. The Customer Service Operations Analyst is responsible for managing software and systems, conducting analysis and reporting, driving performance improvement through action plans and process changes, communicating updates and training to the team, and analyzing operations for efficiencies and quality improvements.

Requirements

• Relentless attention to detail
• Strong analytical, reasoning and problem solving skills.
• Innovative and strategic thinker
• Be a self starter
• Ability to meet tight deadlines
• Bachelor's degree or related experience required.
• At least 5 years of successful experience in a customer support operations environment.
• Experience with various customer support platforms.
• Extensive knowledge of customer support technology Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Quality Management (QM) tools.
• Must be able to sit for long periods of time at a desk

Responsibilities

• Manage Contact Center Software and tools efficiently
• Become a SME (subject matter expert) in products, processes, and systems used by Customer Support Center.
• Own technical configuration of systems as required including new product rollout and adoption for the business configuration.
• Analyze IVR routing to ensure proper destination and outcomes for the business needs.
• Provide business analysis, business area assessment user needs analysis.
• Regularly review and refine dashboard reporting and performance management for consistency and clarity.
• Ensure managerial users can access, comprehend and utilize platform tools including performance management, quality management, and interaction analytics or equivalent applications.
• Identify campaign progress and performance gaps and collaborate with customer support management to develop actions plans based on KPIs.
• Work cross functionally with call center management to evaluate KPIs and performance at the team and individual level.
• Evaluates performance of the customer service function and suggests and coordinates implementation of process improvements.
• Communicate new/revised processes and changes to the team; ensure understanding of information and implementation of process/changes.
• Analyzes customer service operations to identify weaknesses, inefficiencies, or opportunities for improvement

Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Generous PTO + paid holidays
• 401(k) + company match
• Gym membership stipend + wellness programs (earn PTO and prizes!)
• Company events, food truck nights, and monthly team dinners
• 16 hours of paid volunteer time per year — give back to the community you call home
• Career advancement, leadership training, and professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees