Customer Service Operations Specialist

4 weeks ago


Chicago, Illinois, United States Great Wolf Resorts Full time
Job Summary:

The Customer Service Operations Specialist is responsible for managing the customer service function across various channels, including phone, offline, chat, and social media via Business Process Outsourcing (BPO) partners.

This role collaborates with the Customer Contact Center (CCC), Marketing, and Communications teams to maximize revenue opportunities, maintain a positive brand image, and enhance customer satisfaction.

The ideal candidate will report to the BPO Strategy and Operations Lead and can be based in either the Great Wolf Corporate Office in Madison, WI, or Chicago, IL.

Both offices operate on a hybrid schedule, allowing for optional remote work on Mondays and Fridays, and in-office work on Tuesdays, Wednesdays, and Thursdays.

Data Collection, Analysis, and Reporting:

  • 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.

Performance Monitoring:

  • 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, Average Handling Time (AHT), Quality, etc.

Process Improvement:

  • Monitor BPO partners 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.

Requirements:

  • Bachelor's degree in Communications, Marketing, Business Administration, or a related field.
  • ~3+ years of experience in customer service leadership roles, 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.
  • Ability to be based out of the Chicago Corporate Office, located in River North, Chicago.

Preferred Qualifications:

  • Experience in a BPO or contact center environment.
  • Certification in social media management or customer service.


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