USG is an industry-leading manufacturer of building products and innovative solutions. For over 120 years, Chicago-based USG has developed award-winning wall, ceiling, flooring, sheathing, and roofing products that enable customers to build outstanding spaces where people live, work, and play. With over 8,700 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 from within, exceptional benefits, and incredible long-term career opportunities for the right professional. Each year, we have hundreds of employees who celebrate milestone anniversaries with us.

Position Summary:

As the Customer Service Reporting Analyst, you will analyze customer service data, generate insightful reports, and provide actionable recommendations to enhance operations. You will collaborate with various departments to develop data-driven strategies that improve customer satisfaction and operational efficiency. Additionally, you will maintain and update data sets, assist in developing new reporting tools, and present findings to senior leaders. This role offers clear pathways for career advancement, including opportunities for promotion to advanced analyst positions within and outside of Customer Experience.

As the Customer Service Reporting Analyst you will be responsible for analyzing customer service data, generating insightful reports, and providing actionable recommendations to enhance our customer service operations. You will play a crucial role in identifying trends, patterns, and areas for improvement, enabling us to deliver an exceptional customer experience.

You will be part of a multi-person reporting and analytical team, and will collaborate closely with various departments, including within Customer Service, as well as with Sales Operations, Marketing and IT, to develop and implement data-driven strategies that improve customer satisfaction and operational efficiency. Your ability to translate complex data into clear and concise insights will support decision-making processes and drive continuous improvement initiatives.

You will be responsible for maintaining and updating customer service data sets and reports, ensuring data accuracy. Additionally, you will assist in the development and implementation of new reporting tools and processes, staying up-to-date with industry best practices and emerging trends.

This role requires strong analytical skills, attention to detail, and the ability to work both independently and as part of a team. Excellent communication and interpersonal skills are essential, as you will be presenting your findings and recommendations to senior leaders and stakeholders.

Key Accountabilities:

1. Reporting, Metrics, and KPI Development

· Develop and maintain reporting systems to ensure accurate and timely data delivery.

· Create and define key performance indicators (KPIs) and metrics to measure customer service performance.

· Generate regular and ad-hoc reports that provide actionable insights into service operations.

· Continuously evaluate and refine metrics and KPIs to align with business objectives.

2. Data Analysis and Interpretation

· Analyze customer service data to identify trends, patterns, and areas for improvement.

· Collect and consolidate data from various customer service channels to ensure accuracy and integrity.

· Interpret complex data and translate it into clear and concise insights for decision-making.

3. Data Management and Quality Assurance

· Maintain and update customer service databases and reporting systems.

· Ensure data accuracy and integrity through regular audits and quality checks.

· Develop and implement new reporting tools and processes to enhance data management.

· Identify and resolve data discrepancies and issues promptly.

4. Strategic Planning and Improvement

· Monitor key performance indicators (KPIs) to track the effectiveness of customer service initiatives.

· Evaluate the effectiveness of customer service initiatives and programs through data analysis.

· Support strategic planning by providing data-driven insights and recommendations.

5. Collaboration and Communication

· Work closely with various departments (e.g., marketing, IT, sales operations) to develop data-driven strategies.

· Present findings and recommendations to senior leaders and stakeholders.

· Collaborate within customer service to implement improvements based on data analysis.

· Provide training and support to team members on data analysis tools and techniques.

Requirements

Education & professional experience:

· Bachelor’s or master’s degree in Business, Statistics, Data Science, or a related field.

· 3-5 years of proven experience in data analysis and reporting, preferably in a customer service environment.

· Strong proficiency in data analysis tools and software (e.g., Excel, Tableau).

· Excellent analytical and problem-solving skills.

· Strong attention to detail and accuracy.

· Ability to work independently and as part of a team.

· Excellent communication and interpersonal skills.

Soft-skills:

· Meticulous accuracy when working with spreadsheets and multiple data sources

· Strong analytical skills to develop meaningful KPIs and create new data insights

· Ability to identify issues within data sets and processes

· Excellent communication skills to present data findings and collaborate with stakeholders

· Flexibility to work with various data sources and adapt to new tools and methodologies

Hard-skills:

· Independent, structured, and analytical thinker with excellent organization skills

· End-to-End thinking and results orientation

· Expertise in data analysis tools including Excel and SQL, Python, or similar

· Experience with Business Intelligence (BI) tools such as Tableau or Power BI

· Knowledge of statistical analysis methods

· Skill in database management and querying

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.

 EOE including disability/veteran