Customer service analyst job description

• Able to lift up to 25 lbs and carry up to 30 feet

• Able to push/pull up to 90 lbs up to 30 feet

• Able to stand and walk for a majority of work shift

• Follows restaurant cash handling safety and security procedures

• Adheres to restaurant and City/State/United States safety requirements

• Knowledge of and compliance with restaurant's Human Resources policies and processes

We’ve got great jobs for people just starting their careers, looking for a flexible second job or continuing to work after retirement. At KFC, what you do matters! If you want a fun, flexible job and be part of a winning team, find out now why Life Tastes Better with KFC. Apply today!

Company Introduction

For over 40 years, Alice Schleicher has been a KFC Franchise owner. She started AJS Inc. with owning one franchise in 1977. Today, AJS Inc. has 13 locations.For Schleicher, this has always been a family business. In fact, it was her son that gave her the idea to buy her first franchise in Sellersburg, IN. When he heard that the store where he worked was about to be for sale, he told his mother that he was interested in owning it. Schleicher then had an interview with corporate, and as they say; “the rest was history.”
Throughout the years, Schleicher would go on to own franchises in Indiana, Kentucky, Tennessee, and even Alabama. Though Alabama and Kentucky are no longer on the list of franchises owned, Schleicher has made quite the name for herself within the corporate realm of KFC. She has served on numerous committees throughout the years, and has even received the “Hard Way Award,” which is the highest award given within KFC, and is also known as the Colonel’s Award.
In fact, it is Colonel Sanders himself that has taught Schleicher some of her most valuable lessons. One of the most important was that Sanders truly cared for people. Schleicher tries to do just that in her everyday life, along with demonstrating hospitality, quality, and cleanliness. “They all go hand in hand” says Schleicher.

USG is an industry-leading manufacturer of building products and innovative solutions. For more than 115 years, Chicago-based USG has developed award-winning wall, ceiling, flooring, sheathing and roofing products that enable customers to build the outstanding spaces where people live, work and play. With almost 7,000 employees across North America and operations around the world, we are steadfastly committed to our core values: safety, innovation, quality, integrity, service, diversity and efficiency.

We’re big enough that our professionals have the resources to make a difference, yet small enough that you’re not just a number. You’ll work on key initiatives and build strong relationships across the company that will position USG for growth into the future.

USG offers work-life balance, specialist and general/managerial career paths, promotion form within, exceptional benefits, and incredible long-term career opportunities for the right professional. Each year, we have hundreds pf employees who celebrate milestone anniversaries with us. Join us.

The Customer Service Analyst position is part of our Customer Service Center (CSC) Business Operations team and is responsible for all reporting across the CSC, including, measuring, analyzing, and reporting to ensure our Customer Service team has the right information to service our customers. The CSC Analyst will also handle ad hoc requests for projects, work cross-functionally with a range of teams and internal stakeholders, as well as help drive process improvements for the Customer Service department.

This role will work closely with team leaders and team managers to understand the unique requirements of their business and make reporting recommendations that will help the team become more streamlined and efficient.

Previous candidates with track records of success have secured opportunities in the following roles: CSC functional management, Finance Planning & Analysis (FP&A), Supply Chain, Sales Operations, Sales, and Marketing.
KEY ACCOUNTABILITIES AND RESPONSIBILITIES
Own all reporting for the Customer Service Center – measure, analyze, and report on CSC metrics on a daily, weekly, monthly, and annual basis. Identify opportunities to streamline current reporting and implement changes regularly. Maintain a close relationship with CSC leaders to effectively collaborate on improvement opportunities. Assist with creation and dissemination of data/reporting for special projects as necessary. Be the subject matter expert within the technologies and reporting tools used on the team, such as USG Answers, Tableau, CXOne, and other USG enterprise applications that improve efficiencies within Customer Service and between Customer Service, Sales, Supply Chain, and other USG Business Units.
JOB REQUIREMENTS
Knowledge, Skills, and Abilities
Required:
Strong proficiency in Microsoft Excel. Expert technology adopter and learner. Experience with ERP and CRM applications such as Oracle and Salesforce. Strong attention to detail, quality and accuracy of projects. Established time management and organizational skills with the ability to juggle multiple demands, manage shifting priorities and meet deadlines. Strong ability to manage and summarize data in a clear, concise manner at the appropriate level of detail. Responds quickly to problems & opportunities. Excellent interpersonal and communication skills (written and verbal). Ability to lead independent of direction and drive multiple objectives in parallel to conclusion. Minimal travel may exist depending on specific project needs. Midpoint may be adjusted based on candidate's experience. Ideal candidate is based out of Chicago Headquarters.
Preferred:
Knowledge of USG’s products, business and customer base. Experience with Oracle, Tableau, and Celonis.
Education and Related Experience
Bachelor’s degree required. 6 months+ years’ experience analyzing data and supporting business processes and solutions. Experiences in Customer Service and Technology preferred.


EOE including disability/veteran

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

The Customer Experience Analyst position plays a critical role in Netspend's Voice of the Customer program within the Customer Experience department. The CE analyst is responsible for researching and responding to customer inquiries and complaints from internal and external sources and identifying opportunities for improvement in the Netspend customer experience.

They deal with highly escalated and time sensitive complaints from customers to Netspend or Netspend Partners, Clients, or Banks. Agents are expected to address questions, solve short term problems, and escalate involved issues to the necessary support groups. This position requires strong communication and organizational skills, the ability to think conceptually and solve problems, and a flexible work schedule, with the ability to work nights and weekends.

Consistently think outside the box and make sound judgment calls to resolve complaints.Issue monetary adjustments for refunds and/or charges if applicable.Identify opportunities for process improvements in all Netspend departments that lead to higher standards of service for Netspend customers.Proactive reach out to cardholders to address concerns to avoid potential external complaints focusing on a solution outcome.Handle executive escalations and complaints from customers, as well as complaints originating from partner banks. Including escalations sent to the Netspend/Global Payments presidents and leadership team.Collaborate with internal departments(compliance, legal, fraud) on responses to customers complaints to obtain a resolution.Maintain a record for each contact and document support provided.Effectively communicate with customers verbally or in writing in order to provide a first contact resolution.Perform other work-related tasks and/or projects assigned by management as needed.
Minimum Qualifications:
2+ Years' work experience in customer service or related field Excellent oral, written, and interpersonal communication skills Professional and personable demeanor, relates well to all kinds of people Must be able to listen, understand, and build strong relationships to promote customer satisfaction Must be able to work independently and multi-task while working in a fast-paced environment Must be flexible and have an attitude, mindset and capability to adapt to change.Strong MS Office, Internet, and email skills Relates well to all kinds of people, spends the extra effort to put others at ease and is approachable and open to feedback or coaching.Bilingual/Spanish preferred

Preferred Qualifications:
Bachelor's degree Working knowledge of Netspend systems
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.