Build the Future with Us EquipmentShare is Hiring a Customer Service Operations Analyst

At EquipmentShare were not just filling a role were assembling the best team on the planet to build something thats never been built before. Were on a mission to transform an industry thats been stuck in the past by empowering contractors and communities through innovative technology real-time support and a team that truly cares.

Were hiring a Customer Service Operations Analyst for our Corporate HQ in Columbia MO and were looking for someone whos ready to grow with us bring energy and drive to their work and help us build the future of construction.

The Customer Service Operations Analyst is responsible for managing software and systems conducting analysis and reporting driving performance improvement through action plans and process changes communicating updates and training to the team and analyzing operations for efficiencies and quality improvements.

Primary Responsibilities

• Manage Contact Center Software and tools efficiently
• Become a SME (subject matter expert) in products processes and systems used by Customer Support Center.
• Own technical configuration of systems as required including new product rollout and adoption for the business configuration.
• Analyze IVR routing to ensure proper destination and outcomes for the business needs.
• Provide business analysis business area assessment user needs analysis.
• Regularly review and refine dashboard reporting and performance management for consistency and clarity.
• Ensure managerial users can access comprehend and utilize platform tools including performance management quality management and interaction analytics or equivalent applications.
• Identify campaign progress and performance gaps and collaborate with customer support management to develop actions plans based on KPIs.
• Work cross functionally with call center management to evaluate KPIs and performance at the team and individual level.
• Evaluates performance of the customer service function and suggests and coordinates implementation of process improvements.
• Communicate new/revised processes and changes to the team; ensure understanding of information and implementation of process/changes.
• Analyzes customer service operations to identify weaknesses inefficiencies or opportunities for improvement

Why EquipmentShare

Because we do things differently and we think youll feel it from day one. Were a people-first company powered by cutting-edge technology. That means our proprietary T3 platform doesnt just run our business it also makes your job easier safer and more connected. Whether youre behind the wheel under the hood leading a branch or closing deals tech supports you and you drive us forward.

Were a team of problem-solvers go-getters and builders. And were looking for teammates who take pride in doing meaningful work and want to be part of building something special.

Perks & Benefits

• Competitive compensation
• Full medical dental and vision coverage for full-time employees
• Generous PTO paid holidays
• 401(k) company match
• Gym membership stipend wellness programs (earn PTO and prizes!)
• Company events food truck nights and monthly team dinners
• 16 hours of paid volunteer time per year give back to the community you call home
• Career advancement leadership training and professional development opportunities

About You

You want to be part of a team thats not just changing an industry for the sake of change were transforming it to make it safer more secure and more productive. You bring grit heart and humility to your work and youre excited about the opportunity to grow within a fast-paced mission-driven environment.

Were looking for people who:

• See challenges as opportunities
  
  
• Embrace change and continuous improvement
  
  
• Bring energy effort and optimism every day

Skills & Qualifications

• Relentless attention to detail
• Strong analytical reasoning and problem solving skills.
• Innovative and strategic thinker
• Be a self starter
• Ability to meet tight deadlines

Education and Experience

• Bachelors degree or related experience required.
• At least 5 years of successful experience in a customer support operations environment.
• Experience with various customer support platforms.
• Extensive knowledge of customer support technology Automatic Call Distribution (ACD) Interactive Voice Response (IVR) Quality Management (QM) tools.

Physical Requirements

• Must be able to sit for long periods of time at a desk

A Workplace For All

At EquipmentShare we believe the best solutions come from a team that reflects the world around us. Our initiative A Workplace For All is rooted in the belief that we must work together to solve some of the toughest problems in construction. That means attracting developing and retaining great people from all walks of life.

We value different backgrounds talents and perspectives. We want you to feel like you belong here because you do.

EquipmentShare is an EOE M/F/D/V.

Employment is contingent on passing a background check. Additionally some roles require passing a drug test depending on the job responsibilities.