Customer Service Operations Specialist
1 week ago
At Great Wolf Lodge, we are seeking a highly skilled Customer Service and Social Operations Analyst to join our team. This role will be responsible for managing the customer service function across various channels, including phone, offline, chat, and social media via Business Process Outsourcing (BPO) partners.
Key Responsibilities:- Oversee the customer service team and develop engagement strategies to ensure prompt resolution of customer inquiries.
- Collaborate with the Communications, Marketing, and Customer Contact Center teams to maximize revenue opportunities and maintain a positive brand image.
- Lead the development and implementation of social media crisis management strategies and negative publicity mitigation plans.
- Monitor sales metrics and key performance indicators (KPIs) to evaluate sales performance and identify areas for improvement.
- Track and analyze social/chat customer service metrics to assess team performance and identify opportunities for process improvement.
- Bachelor's degree in Communications, Marketing, Business Administration, or a related field.
- 3+ years of experience in customer service leadership, 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.
- 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.
This role can be based out of our Chicago Corporate Office, located in River North, Chicago. The office is currently on a hybrid schedule (M/F optional remote work, T/W/TH in-office).
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