Customer Experience Business Process Analyst

Role

Under general direction, supports the organization's customer experience function, evaluating existing business processes for the purposes of identifying and executing improvement initiatives. This is a hybrid role.

Essential Responsibilities

• Analyzes and tests current processes and systems to determine effectiveness and efficiency.
• Collects data, performs root cause analysis of issues or problems, and proposes solutions according to the current and future needs of the business.
• Creates and presents process improvement reports.
• Oversees the implementation of new customer service business processes and tests and reviews changes to ensure they result in measurable organizational improvements.
• Troubleshoots and improves current and new processes within the customer service sites.
• Collaborates with learning and development to develop and roll out new customer service training material.
• Partners with the change manager to develop a plan and approach to socialize business changes with stakeholders.
• Works with sites to ensure that training sessions are completed.
• Travel will be required.
• Other duties as assigned.

Qualifications

• Four years of experience in customer service within the resource recovery or related industry.
• Ability to work as part of a team.
• Effectively uses Office 365.
• Oral and written communication skills.
• Project Management skills preferred.
• Problem/situational analysis.
• Technical expertise.
• Planning skills.
• High school diploma or GED required.
• Valid Driver's license required.

Recology Offers

• An ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities.
• The largest employee-owned resource recovery company in the industry with terrific benefits to help you prosper.
• A creative and caring culture that values community, diversity, altruism, accountability, collaboration, and learning by doing.
• An inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R's: Reduce, Re-use, Recycle, and Recologize.
• Distinct professional challenges to connect with, care for, and grow community that sees a world without waste.

Recology Benefits May Include

• Paid time off and paid holidays.
• Health and wellness benefits including medical, dental, and vision.
• Retirement plans (Employee Stock Ownership Plan, 401(k) with match).
• Annual wellness incentives.
• Employee Assistance Program (EAP).
• Educational assistance.
• Commuting benefits.
• Employee referral program.

Supplemental Information

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job; and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application, inaccurate information may cause delays in the processing of your application and/or may disqualify you as a candidate.

Recology is an equal opportunity employer committed to supporting an inclusive and diverse work environment where employees are valued, heard, and provided development opportunities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, protected veteran status, or any other basis that is prohibited by law.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.