Customer Service Operations Specialist
4 days ago
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
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