About us

 

Rural King Farm and Home Store strives to create a positive and rewarding workplace for our associates. We offer opportunities for growth, competitive benefits, a people first environment, and an opportunity to work alongside dedicated associates who share a passion for providing an exceptional experience and service to our rural communities. Whether you are starting an entry-level position or joining with professional experience, Rural King encourages professional growth and provides the necessary resource to help you succeed and grow with us.

 

When you join the Rural King team, you become a contributing member in supporting the needs of and making a difference in the lives of those within the people and communities we serve.  

 

How we reward you

 

401(k) plan that provides a 100% match on the first 3% of your contributions and 50% of the next 2% * Healthcare plans to support your needs * Virtual doctor visits * Access to Centers of Excellence with Barnes Jewish Hospital and Mayo Clinic’s Complex Care Program * 15% Associate Discount * Dave Ramsey’s SmartDollar Program (no cost to you!) * Associate Assistance Program * RK Cares Associate Hardship Program

* 24/7 Chaplaincy Services

What You’ll do

 

As a Customer Experience Analyst you will monitor, evaluate, and improve the performance of support specialists and the overall customer service processes. Including quality monitoring, design knowledge management and participation in the design of seamless support experience. 

 

• Gathering and analyzing customer feedback to identify areas where the Service Center can improve. This might involve analyzing customer surveys, complaints, and feedback data.
• Owning the processes of the technology and tools that support customer service operations.
• Oversee the processes and standards for the Knowledge Base, Customer Community, Live Chat, and Email.
• Utilizing data and analytics to understand customer behavior and trends and making data-driven decisions to improve customer service.
• Collecting and reporting data and metrics related to customer experience to track progress and identify areas for improvement.
• Monitoring Customer Interactions: Listens to or reviews recorded customer interactions, including phone calls, live chats, emails, and social media interactions. This monitoring helps ensure that support specialists are following best practices and adhering to company guidelines.
• Scoring and Evaluation: Use predefined criteria and performance metrics to score and evaluate customer interactions. Common metrics include call etiquette, product knowledge, issue resolution, empathy, and adherence to policies.
• Performance Improvement: Identify trends, patterns, and recurring issues from their evaluations. They work with training and management teams to develop programs and initiatives that improve support specialist performance, with the goal of enhancing the overall customer experience.
• Engages in calibration sessions to ensure consistency in scoring and evaluation. They collaborate with other departments, managers, and support specialists to ensure that everyone is aligned on performance expectations.
• Actively participate in learning initiatives offered such as training programs, workshops, and webinars. Leverage these opportunities to acquire new knowledge, refine existing skills, and stay current on the latest developments.
• Provide friendly, proactive, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.
• Demonstrate behaviors that exemplify Rural King’s Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.
• Perform other duties as assigned.

Supervisory Responsibilities

 

None

Essential Qualities for Success

 

• At least 3 years of contact center experience in training or quality management or equivalent combination of experience and education.
• Proficiency with Microsoft Office Suite or related software.
• Working knowledge of Microsoft Office Suite.
• Proficiency with or the ability to quickly learn contact center systems like Zendesk and Cisco Webex
• Comfortable navigating computer systems and software to assist customers or manage tasks.
• Excellent verbal and written interpersonal and communication skills.
• Excellent customer service skills.
• Experience in presenting information to individuals or groups in a clear, engaging, and persuasive manner.
• Strong interpersonal skills to build rapport, foster relationships, and collaborate effectively.