Customer Care Analyst

Position Summary

The Customer Care Analyst plays a key role in supporting Casella’s Customer Care Team by gathering, interpreting, and presenting relevant data to transform it into actionable intelligence. This role will measure key performance indicators that help leaders evaluate current processes, identify growth opportunities, and strengthen operational efficiency for our customers. The Customer Care Analyst will collaborate closely with other organizational partners and Customer Care leadership to ensure data accuracy and project staffing needs, and will assist in developing tools to enhance efficiency and drive continued growth. Hiring Range: $59,000 to $76,000 annually, plus incentive pay and ample opportunities for advancement with our career paths program.  

Applicants must be legally authorized to work in the United States without restriction for any employer. We are not able to provide visa sponsorship or assume existing sponsorships.

Key Responsibilities

• Collects and interprets data to help facilitate organizational decision-making, as well as provides clear analysis of key trends and patterns in customer behaviors. 
• Maintains up-to-date databases to help inform the customer experience, provide quality assurance insights, and determine the success of marketing campaigns, customer retention practices, and problem resolution processes. 
• Utilizes organizational knowledge and learned insights to help Customer Care leadership project staffing needs based on anticipated service volumes. 
• Monitors key performance indicators related to customer engagement, customer satisfaction, and operational efficiency metrics, including creating and utilizing call center performance reports to make data-driven recommendations. 
• Conducts root cause analyses of potential business problems and formulates reports based upon data-driven findings and customer insights to contribute recommendations to Customer Care leadership, as well as identify areas for potential growth and help to eliminate gaps in our customer experience. 
• Supports the development, testing, and optimization of future tools and automation within the Customer Care environment by maintaining metrics on call deflection, average handle time reduction, and overall team efficiency. 
• Provides research, analysis, and operational support to both the Customer Care Team and the greater Casella organization, including collaboration with Casella’s Marketing, Sales, and Sustainable Growth teams. 
• Independently develops, manages, and drives projects as requested based on the needs of the Customer Care Team, including future planning for the organization through the creation of predictive analytical models and other multi-source data models. 
• Participates in training and other learning opportunities to expand knowledge of the company, regulatory guidelines, and safety practices, as well as performing any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values. 

Customer Care Analyst I: Has 1-3 years of experience in Customer Care and Data Analytics. Demonstrates basic knowledge of Casella’s Customer Care practices and services in the waste industry. Possesses solid working knowledge of data analysis. Effectively manages assigned datasets and projects, leveraging data to address relevant performance trends. Analyzes and interprets findings from data, only asking for assistance or additional insight when needed. 

Customer Care Analyst II: Has 3-5 years of progressively complex experience in the Customer Care and Data Analytics field. Demonstrates a solid understanding of Casella’s Customer Care practices and services in the waste industry. Possesses comprehensive knowledge of data analysis. Prepares reports, completes data entry, and supports managers in the field by assisting in staffing needs projections. Effectively coordinates efforts between the Customer Care Team and field leadership. Demonstrates the ability to mentor and train other Customer Care staff. Builds relationships across all levels at Casella. 

Customer Care Analyst Sr.: Has 6+ years of progressively complex experience in the Customer Care and Data Analytics field. Demonstrates a comprehensive understanding of Casella’s Customer Care practices and services in the waste industry. Possesses expert knowledge of data analysis. Highly skilled in communicating complex information in an understandable manner and expertly synthesizes data into a variety of formats and presentations. Proficient in Customer Care database operations and able to work independently. Provides thorough mentoring and training to Customer Care staff. Has built strong relationships within the Customer Care Team and across vario