Customer Service Analyst

Customer Service Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Analyst based in the United States. This role supports customer service operations through data analysis, reporting, documentation, and process improvement. You will analyze service levels, complaints, case activity, and operational trends to help teams make informed decisions. The position combines analytical problem-solving with hands-on coordination across branches, operations, and support teams. You will investigate recurring service issues, identify documentation or data discrepancies, and help drive corrective actions. The role also contributes to stronger processes, improved reporting accuracy, and more consistent customer experiences. It is well suited to an analytical and organized professional who can manage multiple priorities while working independently. This is a full-time, work-from-home opportunity in the United States.

Accountabilities

• Prepare and analyze customer service reports, service-level results, complaint trends, case activity, and other operational metrics to support business decision-making.
• Administer customer documentation, account records, reporting requirements, and defined workflows or portfolios.
• Investigate service data, recurring issues, case trends, and documentation discrepancies to identify root causes and improvement opportunities.
• Coordinate corrective actions with branches, operations, support teams, and other stakeholders to resolve identified issues.
• Partner with operational teams to improve customer service processes, record quality, reporting accuracy, and overall service outcomes.
• Track service performance and identify trends that may affect customer satisfaction, operational efficiency, or service-level objectives.
• Create and maintain procedures, documentation, and supporting materials for customer service processes.
• Contribute to projects and initiatives designed to improve the efficiency, consistency, and scalability of customer service operations.
• Manage multiple deliverables and priorities while maintaining accuracy and meeting established deadlines.
• Communicate findings and recommendations clearly, translating data and process observations into practical actions.
• Follow issues through to resolution, ensuring that identified problems are addressed rather than simply documented.

Requirements

• 2+ years of experience in customer service operations, reporting, business analysis, or a related field.
• Bachelor's degree in Business, Customer Service, Communications, or a related discipline preferred; equivalent professional experience may be considered.
• Experience working with service data, CRM or case-management systems, spreadsheets, and reporting tools.
• Working knowledge of customer service operations, case management, issue resolution, service-level management, and data analysis.
• Ability to investigate data and operational issues, identify patterns, and determine appropriate corrective actions.
• Strong analytical and problem-solving skills, with the ability to connect data, processes, and customer impact.
• Excellent written and verbal communication skills, with the ability to present findings in a clear and practical manner.
• Strong organizational and time-management skills, including the ability to prioritize multiple assignments and deliverables.
• Ability to work independently on defined assignments while collaborating effectively with cross-functional stakeholders.
• A proactive approach to problem-solving, with a demonstrated ability to drive issues toward closure.
• Comfortable working within established policies, procedures, and guidelines while continuing to develop expertise in customer service processes and business operations.

Benefits

• Annual pay range: $53,800–$67,300, with the published range specifically applicable to certain locations including New York, California, Colorado, Washington, and Maryland.
• Full-time, work-from-home position in the United States.
• Opportunity to develop expertise in customer service analytics, reporting, process improvement, and operational performance.
• Collaborative environment with opportunities to work across branches, operations, and support functions.
• Opportunities to contribute to initiatives that improve service quality, operational consistency, and customer outcomes.
• Equal opportunity workplace committed to inclusion, professional growth, and a respectful working environment.
• Reasonable accommodations are available during the hiring process for qualified individuals who require them.