- Support cross-functional process improvement activities for the self-serve customer channel and collaborate with internal and external vendors to scale digital support activity.
- Build chatbot dialogs, intents, and utterances within Salesforce.
- Support additional Salesforce.com activities that will expand digital support channels across all audiences (consumer, dealer, mass) to create a frictionless self-serve customer experience.
- Develop processes and protocols for customer's digital support experience including process mapping, sandbox testing, and deployment in an agile work environment.
- Contribute to developing the functionality, optimization, and prioritization of the existing knowledge management system
- Collaborates with Customer Care, Marketing, Information Services and other stakeholders to align divisional initiatives.
- Assist in training new Salesforce users to increase adoption and grow the Salesforce.com skill set within the business.
- Learns emerging technology and infrastructure as it relates to CRM systems and architecture and educate and evangelize new applications and/or functionality to internal cross-functional teams.
- Maintains knowledge of enterprise CRM and internal Toro systems.
Establish reporting and analytics that summarizes voice of customer, product performance and ad hoc reporting to support leadership metric goals.
- Reports productivity, deflection and customer self-serve activity and identifies opportunity for improvement, understanding the quality of the experiences.
- Demonstrates flexibility to support other projects that support customer engagement initiatives assigned by manager.
JOB REQUIREMENTS
- Must be a results-driven self-starter, critical thinker and work independently and collaboratively
- 4-year degree or equivalent experience to analyze and resolve complex issues from the lens of the CX
- 1-2 years of CRM experience required. Salesforce experience preferred.
- Ability to analyze data using excel
- Project Management and Agile work model experience preferred.
- Demonstrated exemplary communication and interpersonal skills to work effectively with internal/external customers to ensure customer satisfaction.
- Demonstrated ability to grow and learn as well as adaptability with new technologies
- Ability to take work direction, work independently and interdependently with various teams.
- Able to work in a fast-paced environment and handle a variety of highly visible, high impact projects
- Flexible work from home and in-office scheduling