Requisition ID: 214054
Posting Locations: Charlotte
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We offer great rewards, competitive pay, career advancement and growth opportunities.
Full Time Teammates are also eligible for:
- Paid Training
- Paid Time Off plus paid holidays
- 401(k) with Company matching on a dollar-for-dollar basis
- Employee Stock Purchase Plan (ESPP)
- Group Health Insurance – Medical, Dental, Vision & Disability
- Basic and Supplemental Life Insurance
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Job Overview
The Customer Operations Administrator will work with various department heads to gather and document requirements that assist in determining systems and processes that improve efficiency and deliver cost savings to the company. They will create process documentation, training aids, training videos, and reporting for the assigned applications and business processes. This team will be the first level support mechanism for troubleshooting, project and program intake.
Duties & Responsibilities
- Executable tasks will be managed through the ServiceNow platform, integrating with daily business operations and systems such as Genesys Cloud, Salesforce, and myCoke platform. Responsibilities include data planning and loading, sales process optimization, sales program implementation, documentation of business and customer processes, and mitigating business or technology concerns. All tasks must adhere to first issue resolution and response time SLAs, meeting a response time SLA and achieving a first response issue resolution through ServiceNow.
- Develop, implement, and continuously improve Standard Operating Procedures (SOP) to enhance operational efficiency and ensure consistent, high-quality customer service delivery.
- Collaborates with various business areas to develop process requirements; partners with key stakeholders to identify and analyze functional requirements that optimize customer operations. Analyzes data/processes and recommends solutions resulting with documented SOPs for key business gaps and/or application needs as it relates to Genesys Cloud, Salesforce, and myCoke platform; follows resolution to end, contributing to improvement and results.
- Creates and/or facilitates customer operations training.
- Prepares customer (internal and external) correspondence, graphs, charts and reports using various software.
- Performs administrative maintenance tasks and testing related to Salesforce, myCoke, Genesys, and SAP.
- Performs other duties as assigned.
Knowledge, Skills, & Abilities
- Strong initiative and attention to detail required.
- Excellent communication skills and ability to collaborate with business partners, customers, teammates, and leaders required.
- Excellent knowledge and proven demonstration of company policies, procedures, processes and culture required.
- Excellent time management, prioritization and decision-making skills required.
- Proficiency in computer applications to include MS Office Suite, SharePoint, SFDC, myCoke, Genesys and Tableau required (or comparable applications).
- Ability to work variable schedule [including evenings, weekends and holidays as required.
Minimum Qualifications
- High school diploma or GED with 3 to 5 years of relevant experience.
- 3 or more years of previous customer service and/or customer issue resolution experience required.
Preferred Qualifications
- The ability to create and conduct presentations, gather project/ systematic non-technical requirements is strongly preferred.
Work Environment
Office environment
Equal Opportunity Employer - All qualified applicants will be considered for employment without regard to disability, protected veteran status, or any other characteristic protected by applicable law.
