USG Corporation is hiring: Customer Service Lead Reporting Analyst in Chicago

Position Title: Customer Service Lead Reporting Analyst

Department: Customer Service

Position Summary: As the Customer Service Reporting Analyst, you will analyze customer service data, generate insightful reports, and provide actionable recommendations to enhance operations. You will collaborate with various departments to develop data-driven strategies that improve customer satisfaction and operational efficiency. Additionally, you will maintain and update data sets, assist in developing new reporting tools, and present findings to senior leaders. This role offers clear pathways for career advancement, including opportunities for promotion to advanced analyst positions within and outside of Customer Experience.

Reports To: VP, Customer Service

Key Accountabilities

1. Reporting, Metrics, and KPI Development
   • Develop and maintain reporting systems to ensure accurate and timely data delivery.
   • Create and define key performance indicators (KPIs) and metrics to measure customer service performance.
   • Generate regular and ad-hoc reports that provide actionable insights into service operations.
   • Continuously evaluate and refine metrics and KPIs to align with business objectives.
2. Data Analysis and Interpretation
   • Analyze customer service data to identify trends, patterns, and areas for improvement.
   • Collect and consolidate data from various customer service channels to ensure accuracy and integrity.
   • Interpret complex data and translate it into clear and concise insights for decision-making.
3. Data Management and Quality Assurance
   • Maintain and update customer service databases and reporting systems.
   • Ensure data accuracy and integrity through regular audits and quality checks.
   • Develop and implement new reporting tools and processes to enhance data management.
   • Identify and resolve data discrepancies and issues promptly.
4. Strategic Planning and Improvement
   • Monitor key performance indicators (KPIs) to track the effectiveness of customer service initiatives.
   • Evaluate the effectiveness of customer service initiatives and programs through data analysis.
   • Support strategic planning by providing data-driven insights and recommendations.
5. Collaboration and Communication
   • Work closely with various departments (e.g., marketing, IT, sales operations) to develop data-driven strategies.
   • Present findings and recommendations to senior leaders and stakeholders.
   • Collaborate within customer service to implement improvements based on data analysis.
   • Provide training and support to team members on data analysis tools and techniques.

Requirements

Education & Professional Experience:

• Bachelor’s or master’s degree in Business, Statistics, Data Science, or a related field.
• Proven experience in data analysis and reporting, preferably in a customer service environment.
• Strong proficiency in data analysis tools and software (e.g., Excel, Tableau).
• Excellent analytical and problem-solving skills.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Excellent communication and interpersonal skills.

Soft Skills:

• Meticulous accuracy when working with spreadsheets and multiple data sources.
• Strong analytical skills to develop meaningful KPIs and create new data insights.
• Ability to identify issues within data sets and processes.
• Excellent communication skills to present data findings and collaborate with stakeholders.
• Flexibility to work with various data sources and adapt to new tools and methodologies.

Hard Skills:

• Independent, structured, and analytical thinker with excellent organization skills.
• End-to-End thinking and results orientation.
• Expertise in data analysis tools including Excel and SQL, Python, or similar.
• Experience with Business Intelligence (BI) tools such as Tableau or Power BI.
• Knowledge of statistical analysis methods.
• Skill in database management and querying.

Additional Information:

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families, including medical insurance options, vision and dental coverage, a 401(k) Investment Plan with company match, and more.

EOE including disability/veteran