Short-term Customer Service Analyst

| Greater Boston Area

We’re looking for…

A Short-term Customer Service Analyst who can deliver and support a level of customer service which inspires confidence in our Members. He/She will support our customer service organization in facilitating customer follow up requests to ensure satisfaction. 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 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 Boutique & product level set-up to support customer service initiatives.
  • 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.
  • Provide timely and accurate information to our Customer Service agents regarding the Member inquiry or issue.
  • 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.

THE RIGHT FIT:
You have…

  • Bachelor’s degree with 1-2 years’ experience in an operational or analyst role
  • Problem analysis and solving skills, demonstrating exceptional judgement.
  • 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.

 

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.

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