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Prepare reports, analysis, or graphs on quality trends affecting customers through different business channels.
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Evaluate and update exempt staff on team service levels.
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Adopt and develop processes to new technologies and create training for other team members.
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Develop data analysis methods that accurately tell the story of customer experience.
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Lead business level meetings to update on various customer projects.
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Lead and participate in projects with multiple departments, including -
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Coordination with Supply, business operations, and all NSO on customer and internal projects
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Prioritize tasks to meet project deadlines
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Establish, review, and maintain timelines
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Responsible for accountability of assigned group tasks
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Provide timely updates of project progression
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Communicate status to stakeholders and internal customers
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Assist in sprint management for IT involved system changes, specifically Salesforce Service Cloud
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Performs other duties as assigned.
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Preferred a Bachelor’s degree in Business Administration, Information Management or related field.
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Strong PC skills including Word, Excel, Outlook, and Access needed.
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Experience in project management is preferred and/or experience in providing business support to improve customer experience.
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Experience with implementing process controls and documentation.
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Above Average Attendance.
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Ability to seek out emerging technology solutions to solve or improve customer experience.
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Strong independent decision-making skills.
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Positive attitude and team oriented.
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Ability to mine into customer experience details to root cause and problem solve issues.
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Excellent organizational, time-management, prioritization, multi-tasking, and documentation skills.
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Excellent verbal and written communication skills with attention to detail.
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Deadline oriented and ability to work under stressful situations.
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Must be flexible and able to adapt to changing job responsibilities.
Full time
Regular
Cust Svc & Call Center
Missouri
Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.
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EEO Scholastic Policy Statement
Pay Transparency Provision
