Analyst

About us

Our goal is to Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America’s foremost property management firm. We’re all about our associates, and as we continue to grow, we’re looking for even more quality people who share our dedication to doing what’s right, improving residents’ quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us..

Our work environment includes:

• Work-from-home days
• Modern office setting
• Growth opportunities
• On-the-job training

Job Description:

This position works closely with the Customer Care Leadership team in supporting projects, strategic strategies, as well as supporting and developing Associates. This role will oversee new applications used within Customer Care, updating supporting system documentation and include working with other FirstService Residential Associates within and outside the Care Center to be successful. In addition, the Business Analyst will support the Care Center Operations team to improve metrics including but not limited to: handle time, first call resolution rates, and productivity.

Job Requirements:

• Research, respond and present possible solutions within the Contact Center and Property Management industries to drive results
• Help Care Center leadership develop and implement strategies to solve for areas of opportunity by logging issues and notifying management of trends
• Learn all areas of Care Center Operations and be able to assist and perform functions to fill in as required
• Serve as an Administrator in Zendesk to Support Customer Care, which will include auditing tickets, creating forms and macros, and other related Zendesk tasks
• Create, deactivate and manage Connect/Zendesk credentials accordingly

Responsibilities:

• Analyze customer demand data for supply chain optimization strategies; identify opportunities for improvement in supply chain processes; suggest improvements to improve efficiency of operations
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify management of unusual equipment or operating problems and the need for additional material and supplies.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Yearly pay

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Dania, FL 33004

Salary : $45,000 - $50,000