Customer Care Data Analyst

Casella Waste Systems, Inc.•Rutland City, VT

About The Position

The Customer Care Data Analyst plays a key role in supporting Casella’s Customer Care Team by gathering, interpreting , and presenting relevant data and transforming 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 Data Analyst will collaborate closely with other organizational partners and Customer Care leadership to ensure data accuracy, project staffing needs, and assist in developing tools that will help 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.

Requirements

The candidate possesses outstanding relationship‑management abilities, along with excellent listening, communication, and problem‑solving skills.
They are proficient in Microsoft Office and other related platforms and demonstrate exceptional organizational abilities.
They can also teach and train others effectively.
In terms of experience, the candidate has a proven ability to work collaboratively as part of a team and brings 1–3 years of progressive experience in a customer‑care or analytics‑related field.
They also have relevant experience with data systems, including Excel and Power BI.
The required educational background includes a bachelor’s degree in Business Analytics, Data Science, Business Administration, or a related field.
Additionally, the candidate must be legally eligible to work in the United States.

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.