Customer Service and Social Operations Analyst
1 week ago
Responsibilities:
Data Collection, Analysis and Reporting:
- Align revenue strategy with Revenue Management process.
- Gather and analyze sales data from various sources to identify trends, patterns, and opportunities
- Monitor sales metrics and key performance indicators (KPIs) to evaluate sales performance.
- Ensure prompt and effective resolution of customer issues and complaints.
- Escalate complex issues to appropriate departments or senior management as necessary.
- Track and analyze social/chat customer service metrics to assess team performance and identify areas for improvement.
- Lead teams to perform on key KPIs such as Revenue, AHT, Quality, etc.
- Identify areas for improvement in the sales process and recommend solutions.
- Monitor BPOs on response times to customer inquiries and comments on social media or chat platforms in a timely and professional manner.
- Collaborate with marketing and communications teams to create and maintain a consistent brand voice across social media.
- Develop and update social media guidelines and best practices for customer service interactions.
- Identify opportunities to enhance social customer service processes and implement solutions to improve efficiency and effectiveness.
- Stay updated on industry trends and best practices in social media customer service.
- Develop and implement strategies for managing social media crises and negative publicity.
- Coordinate with the public relations team to address and mitigate potential issues.
- Bachelor's degree in Communications, Marketing, Business Administration, or a related field.
- 3+ years of experience in customer service leader role, with at least 1 year in a social media-focused role.
- Strong understanding of social media and chat platforms and best practices for customer engagement.
- Excellent communication, writing, and interpersonal skills.
- Proven ability to lead and manage BPO teams
- Strong analytical and problem-solving skills.
- Ability to be based out of our Chicago Corporate Office, located in River North, Chicago. The office is currently on a hybrid schedule (M/F optional work remotely, T/W/TH in-office)
- Experience in a BPO or contact center environment.
- Certification in social media management or customer service.
- Experience with crisis management and handling negative publicity on social media.
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