Customer Service Analyst

Company Overview

G&G Garbage is a regional industry leader in portable toilets, solid waste disposal and septic services. We locally service communities throughout Montana, North Dakota, South Dakota, and Wyoming. Our employees are committed to providing exceptional customer experience, while creating a clean and safe environment for our customers and team members alike.

At G&G Garbage, we pride ourselves in creating a culture that is rewarding and inclusive. Our employees thrive in an environment that focuses on safety and support. We hire the best people, who share a passion for providing superior customer service and creating a pleasant work environment – making G&G Garbage a great place to work.

Summary

As a Customer Service Analyst at G&G Garbage LLC, you will be instrumental in enhancing our customer experience through effective communication and support. This role is vital to our mission of providing top-notch service while ensuring our clients receive timely assistance with their waste management needs.

If you are passionate about delivering exceptional customer service and want to be part of a dedicated team at G&G Garbage LLC, we invite you to apply today!

Objectives –

· A Customer Service Analyst is responsible for analyzing customer service metrics and data to improve service delivery and customer satisfaction.

· The role involves monitoring customer interactions, identifying trends, and providing insights to enhance service processes.

· Analysts collaborate with the operations and sales teams to develop strategies that address customer needs and improve overall performance.

· Key responsibilities include reporting on service performance, conducting customer feedback analysis, and recommending improvements based on data findings.

Primary Duties & Responsibilities –

The customer service analyst is responsible for evaluating and improving customer service and operational performance by collecting, analyzing and reporting on customer data and operational metrics. This role involves identifying pain points, implementing data-driven solutions, and supporting the team in achieving customer satisfaction goals. Key skills required for this position include strong analytical abilities, excellent communication skills, proficiency in data analysis tools, and a deep understanding of customer service practices.

·Customer Support

• Responsible for taking inbound calls from customers, vendors, and internal employees
• Calling current customers and following up with their needs for services and additional equipment, as well as overall satisfaction
• Creating quotes
• Building timely and accurate work orders

· Data Analysis & Reporting

• Collect and analyze customer feedback, surveys and service data.
• Generate reports and dashboards to monitor customer service performance metrics (e.g., response times, data quality, satisfaction scores, and resolution rates).
• Utilize data analysis to identify trends and areas for improvement.

· Process Improvement

• Evaluate current customer service process and workflows
• Recommend and implement changes to improve efficiency and effectiveness.
• Collaborate with teams to ensure consistent and excellent customer experiences.

· Customer Insights

• Analyze customer behavior, needs, and preferences.
• Provide actionable insights to improve customer engagement and retention.
• Support the development of strategies to address reoccurring issues.

· Stakeholder Communication

• Prepare and present findings and recommendations to management and cross-functional teams.
• Act as a liaison between customer service and other departments to ensure alignment on goals and strategies.

· Tool & Technology management

• Utilize customer relationship management software (CRM) tools and analytics software to monitor and report metrics.
• Support the integration of new tools or technology to enhance customer service capabilities.

· Training & Support

• Assist in the development of training materials to improve team performance.
• Provide insights and feedback to help customer service and operations effectively.
• Additional responsibilities to be assigned by Director of Operations & Logistics

Qualifications:

· Preferred bachelor’s degree in business, statistics, marketing or related field.

· Preferred 2 – 4 years in customer service, data analysis, or a similar role.

· Skills

• Strong customer service skills.
• Strong analytical and problem-solving skills.
• Proficiency in data analysis tools (e.g., Excel, Axis, etc.).
• Familiarity with CRM systems (e.g., Wingmate, Salesforce, etc.)
• Excellent written and verbal communication skills.
• Attention to detail and ability to work under tight deadlines.

· Key Competencies

• Customer focused mindset.
• Strong organizational and multi-tasking skills.
• Ability to work independently and as part of a team.
• Commitment to continuous improvement and innovation.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

People with a criminal record are encouraged to apply

Ability to Relocate:

• Baker, MT: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $21