Call Center Analyst

About the role

This position is for a customer service professional who will serve as the first point of contact for callers, handling a wide range of inquiries and emergencies efficiently and professionally.

Key responsibilities

• Answer inbound calls within a 60‑second SLA, assess each inquiry and route callers to the appropriate department or support channel.
• Handle emergency calls from fulfillment center employees, assess urgency and take immediate action to ensure safety.
• Manage government agency requests (OSHA inspections, utility work orders) following established protocols.
• Identify and escalate security threats, verify caller identity using internal tools, and document all interactions in the CRM/ticketing system.

Required profile

• 1–3 years of call‑center or customer‑service experience with strong judgment in routing and escalation.
• Excellent verbal and written communication in English and Spanish, able to stay calm under pressure.
• Strong problem‑solving and assessment skills to quickly evaluate caller needs and urgency.
• Reliability, punctuality and a high school diploma or equivalent.

Required skills

• Salesforce or similar CRM platform
• ServiceNow or comparable ticketing system
• Phone system operation and IVR navigation
• Internal verification and directory tools