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Company Name : USTA
Location : Orlando, FL 32827
Position : Customer Care Analyst
Job Description : Overview:Candidate will work on Customer Care tickets that are assigned to the National team, as well as support the Enterprise Manager with various projects related to the day-to-day Customer Care operation. Proof of Covid vaccination required.Responsibilities:Analyze current channel usage (phone, email, chat) to create and implement a strategy for certain contact types to be supported through self-serve resources.Create help articles and macros, identify report requirements as new features are released or new teams request assistance from Customer CarePreparation and support of the US OpenMaintain the Customer Care help center. Responsible for adjusting content based on system releases and enhancementsAdd labels to help center articles to influence article search relevance and Answer Bot resultsConsolidate Serve Tennis material in the help centerResponsible for collecting resources for digital releases and providing them to Customer Care for trainingParticipate in call center calibration meetingsMonitor Bad CSAT responses in Zendesk, confirm they’re actioned in a timely fashion, identify trends and opportunities for improvementReview and share Positive CSAT responses with the Customer Care teamCoordinate agent roundtable meetings with the call center and determine an agenda/topic to address issues, concerns, and changes to be implemented.Review and act on all tickets assigned to USTA National Customer Care in ZendeskContribute to monthly Agent QA meetings based on ticket findingsAct as the primary contact for Marketing Generator and Zendesk Sell account requestsTest new features/enhancements in the Zendesk Sandbox to make recommendations for the live instance and assist with the implementation.Monitor Zendesk group assignments to confirm agents are in appropriate ticket groupsQualifications:College degree or equivalent experience3 years of experience in Customer Care1 year of experience using ZendeskExcellent verbal and written communication skillsApproachable, easy to work with, willing to help, open to learningSome knowledge of tennis is a plusPosition is hybrid/flex. Will work remote and onsite. This is not a 100% remote positionJob Type: Full-timePay: $50,000.00 – $60,000.00 per yearSchedule:Monday to FridayExperience:Customer Support & Client Services Occupations: 3 years (Preferred)Work Location: One location
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