Casella Waste Systems, Inc. · 12 hours ago
Customer Care Data Analyst
Rutland, VT, US
Full-time
Onsite
Entry, Mid, Senior Level
$59K/yr - $76K/yr
1+ years expCasella Waste Systems, Inc. is seeking a Customer Care Data Analyst to support their Customer Care Team by gathering, interpreting, and presenting data to enhance operational efficiency. The role involves measuring key performance indicators, collaborating with leadership, and developing tools to improve customer experience and drive growth.
Innovation ManagementRecyclingWaste Management
Responsibilities
Collects and interprets data to help facilitate organizational decision-making, as well as provides clear analysis of key trends and patterns in customer behaviors
Maintains up-to-date databases to help inform the customer experience, provide quality assurance insights, and determine the success of marketing campaigns, customer retention practices, and problem resolution processes
Utilizes organizational knowledge and learned insights to help Customer Care leadership project staffing needs based on anticipated service volumes
Monitors key performance indicators related to customer engagement, customer satisfaction, and operational efficiency metrics, including creating and utilizing call center performance reports to make data-driven recommendations
Conducts root cause analyses of potential business problems and formulates reports based upon data-driven findings and customer insights to contribute recommendations to Customer Care leadership, as well as identify areas for potential growth and help to eliminate gaps in our customer experience
Supports the development, testing, and optimization of future tools and automation within the Customer Care environment by maintaining metrics on call deflection, average handle time reduction, and overall team efficiency
Provides research, analysis, and operational support to both the Customer Care Team and the greater Casella organization, including collaboration with Casella’s Marketing, Sales, and Sustainable Growth teams
Independently develops, manages, and drives projects as requested based on the needs of the Customer Care Team, including future planning for the organization through the creation of predictive analytical models and other multi-source data models
Participates in training and other learning opportunities to expand knowledge of the company, regulatory guidelines, and safety practices, as well as performing any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values
Qualification
Required
1-3 years of progressively complex experience in the Customer Care and Data Analytics fields
Basic knowledge of Casella's Customer Care practices and services in the waste industry
Solid working knowledge of data analysis
Effectively manages assigned datasets and projects, including utilizing data to act upon relevant performance trends
Analyzes and interprets findings from data, only asking for assistance or additional insight when needed
Outstanding relationship-management abilities
Excellent listening, communication, and problem-solving skills
Proficient in Microsoft Office and other related platforms
Exceptional organizational abilities
Ability to teach and train others effectively
Proven ability to work collaboratively as part of a team
1–3 years of progressive experience in a customer-care or analytics-related field
Relevant experience with data systems, including Excel and Power BI
Bachelor's degree in Business Analytics, Data Science, Business Administration, or a related field
Legally eligible to work in the United States
Preferred
3-5 years of progressively complex experience in the Customer Care and Data Analytics field
Solid understanding of Casella's Customer Care practices and services in the waste industry
Comprehensive knowledge of data analysis
Ability to mentor and train other Customer Care staff
Builds relationships at various levels throughout Casella
6+ years of progressively complex experience in the Customer Care and Data Analytics field
Comprehensive understanding of Casella's Customer Care practices and services in the waste industry
Expert knowledge of data analysis
Highly skilled in communicating complex information in an understandable manner
Expertly synthesizes data into a variety of formats and presentations
Proficient in Customer Care database operations
Ability to work independently
Provides thorough mentoring and training to Customer Care staff
Strong relationships within the Customer Care Team and across various divisions and lines of business in Casella
Benefits
Medical, Dental, Vision, Life & Disability Insurance
Maternity & Parental Leave
Flexible Spending Accounts
Discounted Stock Program
401K
Employee Awards
Employee Assistance Plan
Wellness Incentive
Tuition Assistance
Career Pathways
And More.
Company
Casella Waste Systems, Inc.
Casella, headquartered in Rutland, Vermont, is one of the largest recyclers and most experienced fully integrated resource management companies in the Eastern United States.
1001-5000 employees
H1B Sponsorship
Casella Waste Systems, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Public CompanyTotal Funding
$1.08B2025-08-28Post Ipo Debt· $37.5M
2024-11-21Post Ipo Debt· $45M
2024-09-18Post Ipo Equity· $517.5M
Leadership Team
Brad Helgeson
Executive Vice President & Chief Financial Officer
N
Ned Coletta
President
Recent News
NH Business Review
2026-01-17
2026-01-06
GlobeNewswire
2026-01-05
Company data provided by crunchbase