Customer Service Operations Specialist

4 days ago


Chicago, Illinois, United States Great Wolf Lodge Full time
Job Title: Customer Service Operations Specialist

The Customer Service Operations Specialist plays a crucial role in ensuring exceptional customer experiences across various channels, including phone, offline, chat, and social media. This position oversees the customer service function, developing engagement strategies, and ensuring prompt resolution of inquiries.



Key Responsibilities:


  • 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.


Requirements:


  • 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).


Great Wolf Lodge is an equal opportunity employer and welcomes applications from diverse candidates.



This role is a great opportunity for a customer service professional to take their career to the next level and make a meaningful impact on our guests' experiences.



We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.



Apply now to join our team and become a part of our mission to deliver exceptional customer experiences.



We look forward to hearing from you



  • 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...


  • Chicago, Illinois, United States Volta Full time

    Customer Service Specialist at Volta ChargingVolta Charging is seeking a highly skilled and customer-focused Customer Service Specialist to join our team. As a Customer Service Specialist, you will be the primary point of contact for our customers, providing timely and accurate responses to their inquiries and resolving any issues they may encounter.Key...


  • Chicago, Illinois, United States Wolters Kluwer Full time

    Job Title: Customer Service Operations Associate, BillingThe Customer Service Operations Associate, Billing will play a critical role in resolving customer invoice dispute items in a timely and efficient manner. This will involve issuing credit memos, revising invoices, and updating customer addresses and renewal delivery instructions. The successful...


  • Chicago, Illinois, United States AbbVie Full time

    About the RoleWe are seeking a highly skilled Customer Service Specialist to join our team at AbbVie. As a key member of our customer service operations, you will be responsible for providing exceptional support to our domestic customers, including wholesale, regional, and retail customers, as well as physicians, pharmacies, hospitals, and government...


  • Chicago, Illinois, United States Medline Industries - Transportation & Operations Full time

    Job SummaryAs a Product Support Specialist at Medline Industries, LP, you will play a critical role in providing in-depth knowledge and support to internal product and sales teams. Your expertise will ensure that all incoming customer and sales requests are thoroughly reviewed and resolved or escalated to the appropriate group.Key...


  • Chicago, Illinois, United States Great Wolf Lodge Full time

    Job Title: Customer Service and Social Operations AnalystAt 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)...


  • Chicago, Illinois, United States Sherwin-Williams Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Specialist. As a key member of our retail team, you will be responsible for providing exceptional customer service, building strong relationships with our customers, and driving sales growth.Key ResponsibilitiesProvide exceptional customer...


  • Chicago, Illinois, United States C.H. Robinson Full time

    Job SummaryC.H. Robinson is seeking a highly skilled and motivated Customer Account Specialist to join our team. As a Customer Account Specialist, you will be responsible for building and maintaining strong relationships with our customers, ensuring their needs are met, and providing exceptional service.Key ResponsibilitiesEstablish and maintain strong...


  • Chicago, Illinois, United States Mavely Full time

    Job SummaryAs a Customer Service Specialist at Mavely, you will play a vital role in supporting our creators, answering inquiries, troubleshooting issues, and ensuring a seamless experience with our platform. Your ability to communicate clearly and solve problems will ensure high creator satisfaction and foster long-term relationships.Key Responsibilities...


  • Chicago, Illinois, United States Wisconsin Public Service Full time

    Customer Consultant - InboundPGL, a subsidiary of WEC Energy Group, is seeking a highly motivated and customer-focused individual to join our dynamic customer service team in Chicago, Illinois.Key Responsibilities:Resolve customer contacts involving billing, payments, service offerings, and service ordersReceive and report emergencies and outages to service...


  • Chicago, Illinois, United States OnTrac Full time

    Operations Assistant Job SummaryWe are seeking an Operations Assistant to join our team at OnTrac. As an Operations Assistant, you will assist Operations Managers with administrative duties and customer service support.Key Responsibilities:Interact with drivers and customers to resolve package discrepancies and ensure on-time delivery.Accurately enter data...


  • Chicago, Illinois, United States Local Eclectic Full time

    About Local EclecticLocal Eclectic is a rapidly growing e-commerce startup that empowers and celebrates women by showcasing emerging and independent jewelry designers. Our mission is to provide an exceptional customer experience and promote a culture of inclusivity and diversity.Job DescriptionWe are seeking a talented and dedicated Customer Experience...


  • Chicago, Illinois, United States The LaSalle Group Full time

    Customer Operations ManagerLaSalle Network is partnering with a rapidly growing international spice producer to find a dynamic Customer Operations Manager. Located in the River North neighborhood of downtown Chicago, this company prides itself on its inclusive culture and dog-friendly office.Key Responsibilities:Provide high-level B2B support for clients,...


  • Chicago, Illinois, United States American Dental Association Full time

    **Job Summary**The American Dental Association is seeking a highly skilled Aptify Customer Service Specialist to provide exceptional support to our customers. As a key member of our team, you will be responsible for delivering top-notch customer service, resolving technical issues, and ensuring seamless interactions with our customers.**Key...

  • Sales Associate

    3 days ago


    Chicago, Illinois, United States Uniqlo Co., Ltd. Full time

    Job Summary:The Sales Associate is a key member of the Uniqlo team, responsible for delivering exceptional customer service and exceeding sales goals. As a customer service specialist, you will be the face of our brand, providing in-depth product information and closing sales to meet customer needs.Key Responsibilities:* Meet and exceed sales targets by...


  • Chicago, Illinois, United States James Hardie Full time

    Job Title: Associate Customer Service ManagerJames Hardie Building Products Inc. is a leading manufacturer of fiber cement home siding and exterior design solutions. We are seeking an experienced Associate Customer Service Manager to join our team in Chicago.Job Summary:The Associate Customer Service Manager will be responsible for leading a team of Customer...


  • Chicago, Illinois, United States Quanterix Full time

    Customer Care SpecialistQuanterix is revolutionizing healthcare by providing researchers with the ability to closely examine the continuum from health to disease. Our technology, Simoa, is helping researchers advance the science of precision health in various therapeutic areas, including neurology, infectious disease, oncology, inflammation, and...


  • Chicago, Illinois, United States The LaSalle Group Full time

    LaSalle Network is partnering with a rapidly growing international spice producer to fill a dynamic Customer Operations Manager role. Located in the River North neighborhood of downtown Chicago, this company prides itself on its inclusive culture and dog-friendly office.The Customer Operations Manager will provide high-level B2B support for clients and...


  • Chicago, Illinois, United States Redwood Logistics Full time

    About the RoleWe are seeking a highly skilled Customer Operations Representative to join our team at Redwood Logistics. As a key member of our operations team, you will be responsible for providing exceptional customer service while overseeing daily operational functions.Key ResponsibilitiesManage operational workflow for designated accounts, ensuring timely...


  • Chicago, Illinois, United States vodastra Full time

    Job Summary:As a Customer Service Resolution Specialist at Vodastra, you will be the final point of contact for our customers, handling claim inquiries, customer escalations, and client concerns via phone, email, and text chat. Your strong communication skills, ability to de-escalate, and problem-solving skills will make you a perfect fit for this role.Key...