Job Summary: The Customer Service and Social Operations Analyst manages the customer service function across phone, offline channels, chat, and social media via BPOs. Responsibilities include overseeing the team, developing engagement strategies, and ensuring prompt resolution of inquiries. The role collaborates with CCC, Marketing, and Communications to maximize revenue opportunities, maintain a positive brand image and enhance customer satisfaction. Additionally, this role is lead on CEO, Lodge, BBB, and other high-profile escalations.This individual will report to the BPO Strategy and Operations Lead and can be located in either Great Wolf's Corporate Office located in Madison, WI or Chicago, IL. Both offices work on a hybrid schedule (M/F optional remote work, and T/W/TH in-office).
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.
Customer Issue Resolution:
- 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, AHT, Quality, etc.
Sales Process Improvement:
- Identify areas for improvement in the sales process and recommend solutions.
Social Media Engagement:
- 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.
Process Improvement:
- 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.
Crisis Management:
- Develop and implement strategies for managing social media crises and negative publicity.
- Coordinate with the public relations team to address and mitigate potential issues.
Required Qualifications:
- 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)
Preferred Qualifications:
- 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.