Member Experience Analyst
Member Experience Analyst
THE ROLE:
We’re looking for…
A Member Experience Analyst who can deliver and support a level of customer service which inspires confidence in our Members. You will have overall responsibility for providing resolutions to Member issues by providing an escalation tier of support for our Customer Service agents. As a member of the Rue Gilt Groupe Corporate Member Experience team, you will partner with various teams to solve member issues, identify & initiate efforts to solve challenging internal processes, and constantly look for ways to improve the overall Member Experience. You will have a passion to solve problems at its core, using analytics and customer contact experience to be innovative and creative in your recommended solutions.
What you’ll accomplish:
- Provide timely and accurate information to our Customer Service agents regarding the Member inquiry or issue.
- Assist with escalated member inquiries by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and fulfilling requests.
- Build rapport with Members, in a courteous, friendly and professional manner via written and verbal communication methods.
- Develop and in-depth understanding of company policies, procedures and workflows to understand how to solve member requests and issues.
- Leverage data and analytics to identify improvement areas and present business cases to management team for implementation.
- Recommend and lead initiatives focused on improving the member experience, driving internal process efficiencies and reducing operating costs.
- Establish effective working relationships with various departments within the company to ensure Customer Service department goals are being met.
- Support department analytical reporting, providing weekly/monthly metrics and insights.
THE RIGHT FIT:
You have…
- Bachelor’s degree with 2-4 years’ experience in an operational or analyst role, preferably supporting a Customer Service organization.
- Problem analysis and solving skills, demonstrating exceptional judgement.
- Proven track record of collecting, analyzing and presenting data that will drive efficiency in KPIs and improve an operational process or member experience.
- Provide crucial customer feedback and insights to our Management Team.
- Excellent time management skills with the ability to multi-task across multiple tasks and competing priorities.
- Detail and customer oriented, demonstrating accountability for resolving problems/issues.
- Adaptable and flexible with the desire to grow within the team and learn new tasks.
- Strong computer skills and comfort with navigating multiple systems/toolsets.
- Proficient in Microsoft Office, especially Microsoft excel for analytics.
- Excellent written and verbal communication skills.
- Experience working in a collaborative, cross functional team environment.
Bonus points for…
- Experience in a Call Center environment
- Experience with Tableau for reporting and ad hoc analysis
About Us:
Rue Gilt Groupe combines world-class merchandising, technology and marketing to create the most engaging and satisfying online shopping experience available. Each day, 20+ million loyal Members turn to Rue La La for everything from women, men and children's apparel and accessories to home décor and exclusive experiences. Our approach to retail brings excitement to online shopping in a way that not only strategically supports our brand partners, but also inspires our Members daily.
This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law.