Customer Service Project Specialist

2 days ago

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Rue La La

WebsiteLinkedInAll Job Openings

501 - 1000

💰 $22M Series A on 2012-01

Description

• The CS project specialist is responsible for the optimization of the customer and agent experience through identification of trends, simplification of processes, review of policies from the member lens and overall project management/support. • They will use data analysis, root cause deep dives and agent/customer feedback to recommend changes that enhance customer satisfaction, drive efficiency, quality, and improve agent knowledge and satisfaction. • Represent customer service operations as a subject matter expert to ensure member and agent experience is integrated into cross functional projects. • Support end to end analysis, impact assessment and project management for small/medium sized across customer service operations. • Plan, track, manage and report on all assigned projects driven projects for Customer Service. • Conduct detailed analysis of current customer service processes and policies to identify inefficiencies and areas for improvement. • Recommend and implement process improvements based on insights from live call listening, agent focus groups, agent support chat analysis and NPS/CSAT analysis. • Partner with customer service operations to provide actionable feedback on areas agents can improve performance and address areas of weakness based on deep dive analysis. • Identify trends in customer contacts and perform deep dive data analysis to determine root cause and recommendation of solutions. • Maintain the agent facing help content ensuring updates are made when processes/policies are enhanced. • Maintain the member facing help site to ensure content is updated when changes to processes, policies or member facing site change.

Requirements

• 1-3 years of relevant experience, preferably in customer service • Experience using problem solving and analytical skills to solve business problems and drive process improvements • Continuous improvement mindset and a commitment to enhancing the customer experience • Knowledge of customer service practices and principles • Able to work collaboratively and cross functionally • Attention to detail and proven ability to manage multiple, competing priorities simultaneously • Strong listening, written and verbal communication skills with an ability to adapt to different audiences

Benefits

• bonus/commission • equity • 401(k) match • variety of benefits