Customer Care Analyst

THE ROLE The Customer Care Analyst is responsible for demonstrating high-quality reputation management practices by resolving complex and urgent customer issues with minimal supervision while adhering to company guidelines. This role involves advanced inquiry management, SLA compliance, and effective use of digital analytics to enhance customer satisfaction. The Customer Service Analyst is responsible for handling escalated, more complex customer inquiries that require advanced troubleshooting skills and in-depth product knowledge, often involving technical issues beyond the scope of a Tier 1 agent, by providing solutions through phone, email, or chat, while maintaining high customer satisfaction and adhering to established service level agreements (SLAs). WHAT YOU’LL DO Here are just a few ways that you’ll help make journeys better: Daily Audits/QA: Execute thorough audits and quality assurance reviews of a minimum of 40 cases or calls per day, maintaining an average performance at this level. SLAs Compliance: Ensure strict adherence to Service Level Agreements (SLAs) for all Level 2 cases, with a 5-minute response rule for urgent cases and a 24-hour timeframe for all other inquiries. Social Media Response Time: Maintain an average response time of 16 hours for social media interactions daily Phone Queue Oversight: Monitor and manage phone queue to address call overflow, ensuring efficient call handling. System Login Protocol: Log into the phone system at the commencement of your shift and log out at the conclusion, adhering to system usage protocols. Genesys Etiquette: Follow established Genesys phone queue etiquette by correctly utilizing status indicators such as Available, Busy, Away, Break, Meal, Meeting, and Training. Error Reporting in Salesforce: Immediately report any minor to major errors identified in Salesforce cases to ensure prompt resolution. Compliance with Marketing and Policies: Develop a thorough understanding of and adhere to marketing initiatives and organizational policies. Digital Analytics Utilization: Leverage digital analytics to formulate strategies to enhance SLA performance and customer satisfaction. Advanced Inquiry Management: Address and resolve advanced customer inquiries through phone, email, and chat with a high level of expertise. Maintenance and Testing: Conduct moderately advanced maintenance and testing activities to ensure the proper functioning and upkeep of customer products and programs. Handling Complex Inquiries: Manage and resolve more complex inquiries that surpass the capabilities or knowledge of first-level customer care representatives. Collaborative Work: Collaborate effectively with other Customer Care Agents, Supervisors, and Management to determine the appropriate escalation or transfer of inquiries, ensuring prompt routing. Reporting and Analysis: Identify and report unusual or repetitive customer inquiries, complaints, or misinformation to Supervisors for further action. QA and Audits: Perform audits and quality assurance checks on Level 1 customer care agent cases to ensure compliance and accuracy. Documentation of Escalated Cases: Document and monitor the status of escalated Level 2 cases, ensuring proper resolution and maintaining comprehensive records for referral and historical purposes. Mandatory Training: Attend and participate in mandatory training sessions to remain current with updates to products and company policies. Policy Application: Apply company policies to determine whether an immediate resolution is possible or if escalation for managerial input is necessary. Customer Record Management: Comply with company standards for updating and retaining customer records. Ownership and Accountability: Assume responsibility and ownership of issues and their resolution with minimal supervision, demonstrating a high level of independence and accountability. STAKEHOLDER INTERACTION: Internal Stakeholders: Collaborate with various internal teams, including marketing, IT, and customer service, to ensure seamless communication and resolution of customer issues. External Stakeholders: Engage with customers through multiple channels (phone, email, chat, social media) to address and resolve their inquiries and concerns, ensuring a high level of customer satisfaction. Cross-functional collaboration: Work closely with other departments to gather necessary information and provide comprehensive solutions to customer issues. Feedback Loop: Provide feedback to internal teams based on customer interactions to help improve products, services, and processes. WHAT YOU’LL NEED We want you to join our team! Here’s what we’re looking for: Focus on Social Media experience is preferred 3+ years' experience in Customer Relations or Reputation Management. Bachelor's degree in marketing or communications preferred. Proven ability to correspond on social media platforms with proper grammar, spelling, and rules of composition. Proven ability to effectively communicate with customers over the phone in a professional manner. Proficient in Microsoft Office Applications. Strong listening and comprehension skills. Ability to stay composed and objective. Ability to multi-task. Conversational, patient, and confident with a positive attitude. Must be available to work holidays and weekends assigned. Job duties may change with or without notice WHY YOU SHOULD WORK HERE: At Circle K, we believe that our team members are the heart and soul of our business. When you join us, you're not just getting a job – you're becoming part of a vibrant community where your talents are valued, your growth is nurtured, and your contributions make a real difference. Here's why you'll love working with us: Benefits package: Competitive Group Benefits Program: Complete benefits packages (medical, dental, vision etc). 401 K: Plan for your future and retire with peace of mind with our 401 K plan, helping you build a secure financial future. Stock Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Circle K. Paid Time Off: Recharge and rejuvenate with paid time off. Additional Perks: Employee Discounts: Enjoy our People Perks which allows for great discounts on food and fuel, making it even easier to fuel up and stock up on your favorite goodies. Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication. Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential. Winning Culture: Fortune 500 company and a 3-time Gallup Exceptional Workplace Award Winner.

Salary : $41,000 - $56,000