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Analyst III, Customer Service

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Customer Service/Call Center
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H8600245 Requisition #
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Responsibilities will include, but are not limited to:

·         Support eCommerce

·         Troubleshoot and develop databases/reporting (Access, SQL, Excel) and manage database connections/information from multiple data sources currently supporting Customer Service (CS) reporting structure.

·         Maintain and support CS web applications, including Reason Code Application, TRF Manager, and Clerical Forms Library.

  • Work with 3rd party vendors/applications and maintain (certain areas) of 3rd party applications for reporting purposes, including Cisco, RingCentral, etc.
  • Design, produce, and audit daily and historical operational reporting.
  • Work with the CS operations team to gain an understanding of all CS reporting deliverables and make recommendations to improve current reporting processes.
  • Develops Standard Operating Procedures (SOPs), audits data sources, and ensures data integrity and accuracy.
  • Prepares management and executive level reports, including commentary and analysis. This will include financial, performance, customer behavior, and quality reports.
  • Work with internal/external customers to define and document detailed user requirements, assist with quality assurance of finished product prior to user acceptance testing, assist with user acceptance testing/training, and obtain user signoff for system enhancements.
  • Provide accurate and timely reports on all projects.
  • Perform time studies and process mapping to current process and make recommendations on more efficient ways of performing functions and assist with implementation of new tasks.
  • Assist in providing cost analysis of new task and how it helped department efficiency.
  • All other duties as assigned.
  • This non exempt position is located in Jefferson City, Missouri.

 

Required Qualifications:

  • Advanced knowledge of Access, SQL, and Excel, including connecting to external data, analysis and development.
  • G-Suite experience.
  • Experience in database management.
  • Working knowledge of creating business metrics and score cards.
  • Experience with implementing process controls and documentation, including call flows and process maps.
  • Ability to query from multiple data sources using Transact-SQL (T-SQL) and DB2.
  • Average or above attendance and performance record.
  • Excellent problem solving abilities.  Must be able to analyze data and make independent decisions to resolve technical issues.
  • Must be able to multi-task and utilize multiple systems at a time.
  • Must have working knowledge of computer operating systems and client-server based applications and various browsers.
  • Excellent verbal and written communication skills with attention to detail.
  • We offer a complete benefit package, including medical on the first day.  Other benefits: dental/vision/401K, paid holidays, vacation,  tuition reimbursement, onsite clinic, café and employee book store.

 

Equal Employment Opportunity

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran.


Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination. To view the full EOE policy, click here.

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