Customer Care Analyst

Job overview

The Customer Care Analyst role is onsite in Rutland, VT. Compensation is $59,000–$76,000 per year, plus incentive pay. The analyst supports Casella’s Customer Care Team and collaborates with Marketing, Sales, and Sustainable Growth teams. The role turns customer and operational data into actionable analysis to help leaders assess processes, identify growth opportunities, and improve efficiency. It monitors performance indicators, supports staffing projections, investigates business problems, and contributes to tools and automation that strengthen customer care operations.

What you'll do

• Collect and interpret data
• analyze customer behavior trends
• maintain databases
• monitor customer engagement, satisfaction, and operational efficiency metrics
• create call center performance reports and recommendations
• conduct root-cause analyses
• support staffing projections
• help develop, test, and optimize tools and automation
• manage projects and develop predictive and multi-source data models.

What we're looking for

Skills & competencies

customer care analyst

rutland vt

casella

customer analytics

data analysis

kpi reporting

call center performance

customer experience

staffing projections

root-cause analysis

predictive models

$59k–$76k/year

incentive pay

Work arrangement

• Weekend coverage required

Benefits & perks

• Incentive pay
• opportunities for advancement through the career paths program.

Why this role

The posting describes Analyst I, Analyst II, and Senior Analyst experience levels, ranging from 1–3 years to 6+ years in Customer Care and Data Analytics.

About the employer

Casella Waste Systems, Inc. is hiring for this role. Industry: Other Nonhazardous Waste Treatment and Disposal. Sector: 56.