Service Centre Analyst
Company: Online River
Location: Los Angeles
Posted on: April 1, 2026
|
|
|
Job 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.
Keywords: Online River, Rancho Cucamonga , Service Centre Analyst, IT / Software / Systems , Los Angeles, California
