Service Experts · 2 hours ago
Customer Operations Analyst
Richardson, TX
Full-time
Onsite
Mid Level
4+ years expService Experts is a company dedicated to providing exceptional customer service and employee growth opportunities. The Operations Analyst will conduct analysis and provide recommendations to enhance customer care practices and improve overall performance metrics. This role involves analyzing call data, building reports, and collaborating with various departments to implement process improvements.
ConstructionConsumer GoodsHeating Ventilation and Air Conditioning (HVAC)ResidentialSolar
Responsibilities
Core resource in projects for process improvement initiatives that will drive a better customer experience for all customer groups
Assist with analysis and support implementation of tactics to improve company/center initiatives to support, including but not limited to, customer acquisition, customer retention, and maximizing tech utilization
Responsible for process mapping, current state analysis, root cause analysis and process development
Support the analysis of qualitative and quantitative benefits and development of business cases for new initiatives
Report development to measure performance improvements, and analyze and summarize performance reports to compare before and after state
Work in tandem with business improvement and/or growth development team to measure pilot programs or new product development and report back on results
Work closely with project team and assist with project delivery and operational readiness, including but not limited to documentation and training
Involved in implementing cross departmental process improvement initiatives and work in tandem with functional training groups to ensure a coordinated and smooth implementation, which may also include system enhancements
Perform analytical tasks, including but not limited to data mining, audits, and root cause driver analysis
Provide Contact Center Systems Support, which includes administration and end-user support such as: working with vendor to troubleshoot user issues, administer password resets, perform queue and call routing changes, and support projects that require system changes or enhancements
Support AI and automation projects in an analytical and tactical capacity, both in the project planning and implementation phases
Keep abreast of new contact center solutions, technology trends and enhancements, and possible threats to our ability to deliver exceptional customer experience
Support Director on department deliverables or other projects as assigned
Qualification
Required
Bachelor's Degree in Business or equivalent experience in process improvement or operations in a customer service environment preferred
Some training or education in process improvement, lean six sigma, or business analysis is an asset
4 years' experience in a professional, analyst and/or specialist role in the customer experience/contract center industry; and additional experience in operations/finance/billing operations preferred
Strong foundation and experience working with CRMs, appointment booking systems, billing systems; additional experience with financial and/or telephony systems is an asset
Strong foundation and experience with Microsoft Excel, Word, and Powerpoint or other similar systems
Possesses technical acumen and able to assist with all projects related to Contact Center Systems automation and enhancements, including AI enablement
Experience working with Service Titan and Microsoft Dynamic F&O is strongly preferred
Experience reading process maps, constructing process maps is an asset
Proven process improvement skills with the ability to lead change
A self-starter and have the ability to work in a fast-paced, dynamic environment
Strong problem-solving skills and a proven track record of leading complex operational and billing projects to a successful completion
Excellent customer service skills to deal with difficult customer billing issues
Possess superb communication skills (written and oral) in order to give presentations in person and virtually, interact, and consult with upper management and various business partners
Must have impressive teamwork and collaboration skills to regularly communicate and build programs with department heads and other team members
Well-developed problem-solving and analytical skills
Proven ability to effectively work with internal and external teams to accomplish goals
Detailed oriented, with strong organization and time-management skills in order to meet tight deadlines
Understanding of SOX processes and audit concepts and requirements is a plus
Strong public speaking skills and can confidently present recommendations to the leadership team and successfully convince them to follow their plans of action
Benefits
Competitive Pay with incentive opportunities
Paid Time Off and Company Holiday Pay
Medical, Dental, and Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance and disability insurance options
Supplemental benefit programs
World Class Training opportunities through our Experts University
Career Development opportunities
Company
Service Experts
Service Experts is a plumbing company that sells, services, and repairs heating and air conditioning systems.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
N
Nick Ridgway
VP of Franchise Developement
Recent News
2026-01-16
Service Experts
2025-09-16
Company data provided by crunchbase