Customer Service Project Analyst III

Republic Services

4d•Remote

About The Position

POSITION SUMMARY: The Customer Service Analyst III plays a key role in compiling, analyzing, and interpreting data to support business needs within Republic Services' retail line. The incumbent will assist the Senior National Accounts Reporting Analyst in conducting comprehensive data reviews, developing effective ways to visualize and present data, and monitoring profit margins and cost analysis for both internal and external vendors. PRINCIPAL RESPONSIBILITIES: Analyzes data trends and provides actionable insights and recommendations for improvement to internal departments through clearly written and verbal communication based on audit results and other relevant qualitative measures. Develops and implements methods to track and ensure adherence to customer Service Level Agreements (SLAs). Leverages Microsoft Excel, PowerPoint, and Power BI to integrate automated data feeds for customer metrics and reporting. Extracts, compiles, and organizes data from multiple systems to generate comprehensive reports. Collaborates with cross-functional teams on projects to support ongoing business analysis needs. Adheres to all project timelines and deliverables, has direct interactions with the PMO, Business Solutions Managers, IT Functional Teams, Quality and Compliance, Security, SOX Compliance Management, and Customer Support. Assists in ensuring business and technical needs and opportunities are identified and satisfied throughout design, development, and implementation efforts. Manages and prioritizes customer requests, and internal business needs to streamline processes and provide customer value. Other non-essential duties as assigned or may be necessary.

Requirements

Advanced ability to communicate complex data findings and provide clear summaries of insights.
Proficiency in Microsoft Excel, PowerPoint, and Power BI for data analysis and reporting.
Ability to work independently with guidance from senior management.
Ability to identify trends, patterns, and insights from large datasets.
Knowledge in effective communication and responding to sensitive inquiries and requests.
Excellent project management skills, including the ability to adapt to changing priorities and meet strict deadlines.
4 - 7 Years of overall relevant work experience.

Nice To Haves

The ideal candidate will have strong customer service experience, integration experience, a background in training large groups, proven ability to develop training materials, and experience identifying and addressing team needs.

Responsibilities

Analyzes data trends and provides actionable insights and recommendations for improvement to internal departments through clearly written and verbal communication based on audit results and other relevant qualitative measures.
Develops and implements methods to track and ensure adherence to customer Service Level Agreements (SLAs).
Leverages Microsoft Excel, PowerPoint, and Power BI to integrate automated data feeds for customer metrics and reporting.
Extracts, compiles, and organizes data from multiple systems to generate comprehensive reports.
Collaborates with cross-functional teams on projects to support ongoing business analysis needs.
Adheres to all project timelines and deliverables, has direct interactions with the PMO, Business Solutions Managers, IT Functional Teams, Quality and Compliance, Security, SOX Compliance Management, and Customer Support.
Assists in ensuring business and technical needs and opportunities are identified and satisfied throughout design, development, and implementation efforts.
Manages and prioritizes customer requests, and internal business needs to streamline processes and provide customer value.
Other non-essential duties as assigned or may be necessary.

Benefits

Rewarding Compensation and Benefits Eligible employees can elect to participate in:
Comprehensive medical benefits coverage, dental plans and vision coverage.
Health care and dependent care spending accounts.
Short- and long-term disability.
Life insurance and accidental death & dismemberment insurance.
Employee and Family Assistance Program (EAP).
Employee discount programs.
Retirement plan with a generous company match.
Employee Stock Purchase Plan (ESPP).
Paid Time Off (PTO)
Benefits https://jobs.republicservices.com/us/en/about-us/benefits
Washington PTO: https://www.republicservices.com/sites/default/files/legacy_documents/Washington-PTO-Table.pdf