JOB SUMMARY:
The Customer Experience Specialist is responsible for thoroughly vetting client requests to ensure they align with operational needs. This role involves determining customer-specific processing parameters, setting up One Call products and services, and ensuring all client requirements are met. The specialist determines customer specific processing parameters and completes One Call set up for clients.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Project Management: 40%
- Completes product workflow documents summarizing all processing requirements and determines key challenges in converting customer to One Call.
- May develop new procedures with client, sales and operations to ensure the product is used appropriately.
- Develops understanding of One Call products and services through information gathering sessions to determine how One Call products and processes must be established to meet client needs.
- Coordinates and conducts readiness review. This includes directing the customer in the preparation and execution of implementation.
- Coordinates and directs the completion of implementation maintenance potentially including error resolution, system or data changes, and balancing adjustments.
- Examines client’s processes, forms and reports, determines operational needs, and documents what product will do and all related processes, forms, reports, etc. post-implementation.
- Through analysis, product mapping and interviews, gathers forms and data files from customers, sales and operations and assesses requirements for utilization and discusses any customization requirements with the appropriate team.
- Review implementation results and coordinate completion of implementation maintenance, including error resolution and system or data changes.
Collaboration: 60%
- Throughout the project, provides expertise to answer questions and guide the client or sales in the use of the products
- Acts as a resource during implementation and answers questions, troubleshoots problems as they occur, supports implementation of new procedures and provides support during implementation. Reviews the implementation results.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
- Bachelor's degree in Business or related major from an accredited college/university or an equivalent combination of education and experience
ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:
- Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards.
- Ability to work both independently and in a team environment.
- Demonstrate our core values of Think Big, Go Fast, Deliver Awe, and Win Together.
- Communicates ideas both verbally and in written form in a clear, concise, and professional manner
- Requires advanced working knowledge of One Call products as well as the industries in which One Call competes for business
- Ability to understand, apply and explain concepts
- Ability to handle project commensurate with job expectations
- Ability to analyze and solve problems using learned techniques and tools
- Requires human relations, negotiation and documentation skills
- Requires high attention to detail
- Positions involving data mapping require strong analytical and technical skills
- Ability to translate client requirements to technical specifications and communicate to technical staff
- Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
- Flexibility, versatility, dependability
PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:
- This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
- This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
- The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
- The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
- The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.
Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.
Customer Experience Specialist Senior:
Advanced professional role requiring extensive skill and proficiency. Works independently with only administrative supervision on highly complex projects with extensive latitude for independent judgment. Expected to mentor others on staff and is a role model for the rest of the team. Effectively communicates with all levels of personnel. Ability to provide communication on issues or complex information to a wide audience based on knowledge. Exhibits an advanced knowledge of the overall One Call product line and knowledge of industry-specific relationships. Demonstrates an understanding of the industry that goes beyond mere competence with One Call products. Develops a fundamental understanding of applicable industry terminology and is competent with fundamentals of multiple industry. Is not limited to merely repeating what others have done but creates new, alternative ways to approach things. Is comfortable in working in unstructured situations where creativity is needed. Brainstorms alternatives to a given problem. Participates in strategic planning and direction. Develops, documents and implements standards, guidelines, direction and education on process/procedures for staff. Assigned to highly visible, sensitive and critical systems. Typically requires a minimum of 5 to 7 years implementation and/or conversion experience with a demonstrated ability to handle high project complexity.
