Customer Service Analyst

Customer Service Analyst II

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.

Key Responsibilities

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

Required Experience

• 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.

Representative Behaviors

• 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.

Education

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

Required Skills

Customer Service • Case Management • Issue Resolution • Service Level Management • Data Analysis

Career Level General Profile

Requires working knowledge and experience in own job discipline and broadens capabilities. Continues to build knowledge of the company, processes and customers. Performs a range of assignments related to job discipline. Uses prescribed guidelines or policies in analyzing situations. Receives a moderate level of guidance and direction.

What's Next?

Thank you for considering applying for a job at Brink's. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink's. For more information about future career opportunities, join our talent network.

Brink's is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink's is also committed to providing a drug-free workplace.