Service Centre Analyst

Online River; Los Angeles (CA); On-site; USD 38,572 - 46,838; Part time

Benefits offered by this job

Medical Insurance

Vision and Prescription

Dental Coverage

Job summary

Online River is looking for a dedicated Service Centre Analyst in Los Angeles, CA to join their Technical department on a part-time basis. This role involves analyzing service operations data, generating reports, and providing support to enhance customer satisfaction. The ideal candidate should have a bachelor's degree in a relevant field and experience in service operations, coupled with strong analytical and communication skills. The position offers various benefits, including medical, vision, and dental coverage.

Qualifications

• Proven experience in a service center or support role, with a strong understanding of service operations.
• Strong verbal and written communication skills.
• Ability to work independently and as part of a team in a fast-paced environment.

Responsibilities

• Collect, analyze, and interpret service center operational data.
• Generate reports highlighting performance metrics to management.
• Identify inefficiencies in processes and recommend improvements.
• Assist customers with inquiries and provide troubleshooting support.
• Monitor service interactions for quality and compliance.

Skills

Data analysis

Customer support

Problem-solving

Communication skills

Collaboration

Education

Bachelor’s degree in Business Administration, Information Technology, or related field

Tools

Excel

Tableau

ServiceNow

Zendesk

Job description

Service Centre Analyst

Department: Technical

Employment Type: Part Time

Location: Online River LLC

Compensation: $28.00 - $34.00 / hour

Description

We are seeking a dedicated and detail-oriented Service Center Analyst to join our dynamic team. The Service Center Analyst plays a crucial role in supporting our service operations by analyzing data, identifying trends, and providing insights that enhance the efficiency and effectiveness of our service delivery. This position requires strong analytical skills, exceptional communication abilities, and a passion for providing excellent customer service.

Key Responsibilities

• Data Analysis: Collect, analyze, and interpret data related to service center operations, including service requests, performance metrics, and customer feedback.
• Reporting: Generate regular reports and dashboards to present findings and insights to management, highlighting key performance indicators (KPIs) and areas for improvement.
• Process Improvement: Identify inefficiencies in service center processes and recommend improvements to enhance service delivery and customer satisfaction.
• Customer Support: Assist customers with inquiries, provide troubleshooting support, and resolve issues in a timely manner, ensuring a positive customer experience.
• Collaboration: Work closely with cross‑functional teams, including IT, operations, and customer service, to ensure alignment on service initiatives and objectives.
• Training and Support: Provide training and support to new team members on processes, systems, and best practices to ensure effective service delivery.
• Quality Assurance: Monitor service interactions for quality and compliance, providing feedback to team members to enhance performance.
• Documentation: Maintain accurate records of service requests, resolutions, and customer interactions in the service management system.
• Trend Analysis: Monitor service trends and issues, proactively identifying potential problems and recommending solutions to prevent recurrence.
• Ad-hoc Projects: Participate in special projects and initiatives as needed to support the service center's goals and objectives.

Skills, Knowledge and Expertise

• Bachelor’s degree in Business Administration, Information Technology, or a related field (preferred).
• Proven experience in a service center or support role, with a strong understanding of service operations.
• Proficiency in data analysis tools and software, such as Excel, Tableau, or similar.
• Excellent problem‑solving skills and a customer‑focused mindset.
• Strong verbal and written communication skills.
• Ability to work independently and as part of a team in a fast‑paced environment.
• Familiarity with service management systems (e.g., ServiceNow, Zendesk) is a plus.

Benefits

Medical Insurance The coverage begins for the employee the on the first of the month following the first full 30 days of full‑time employment for employees and their eligible dependents. Cost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreement. The employee may also elect to opt out of the County's medical insurance if proof of coverage is provided. Under this arrangement, the employee is provided with an annual opt out payment.

Vision and Prescription The coverage begins for the employee on the first of the month following the first full 30 days of full‑time employment for employees and their eligible dependents. Contributions may vary, subject to collective bargaining agreement.

Dental Coverage The coverage begins for the employee on the first of the month following the first full 30 days of full‑time employment for employees and their eligible dependents. Contributions may vary, subject to collective bargaining agreement.