Job Description

Cydcor is a leader in outsourced sales and has been helping Fortune 500 and emerging companies achieve their customer acquisition, retention, and business growth goals. Cydcor has garnered a reputation for sales excellence and expertise, consistently exceeding client expectations and driving revenue growth, to become one of the most trusted names in outsourced sales.

The Operations Support Specialist is the first point of contact for any Salesforce questions from our field sales offices. Common questions surround Salesforce system navigation, compliance, onboarding, reporting, technical issues (w/ Salesforce and/or the iPad), territory, etc. Once the issue is reported, you will create a case in Salesforce for tracking to ensure concerns are addressed within the set Service Level Agreement (SLA). You will be responsible for capturing necessary information, troubleshooting and communicating between IT and the field. Additionally, you will work with different subject matter experts across the company to find the root cause of the issue to provide resolution for our field users. The focus of this role is to WOW the customer through system knowledge and outstanding service that creates a great Salesforce experience!

PRIMARY RESPONSIBILITIES & DUTIES:

• First point of contact for field offices – through phone calls, emails, and system chat – to collect all necessary information and troubleshoot as needed
• Creating cases in Salesforce, identifying the root cause, investigating, using resources, and working with internal Cydcor teams, partner vendors, and campaign management teams to make sure all questions are resolved with urgency
• Responsible for maintaining field compliance according to client and Cydcor requirements
• The focus of this role is interpreting, communicating, and enforcing regulatory guidelines and contract terms to avoid monetary fines or other potential consequences
• Oversight of the on and off-boarding processes for the sales offices; ensuring field compliance with governmental, Cydcor, and client standards by conducting routine audits; and developing and implementing process improvements
• Facilitate the campaign onboarding process including managing campaign requirements for ICL and agent compliance; verify document completion, review screening results, and appeals; restricting the access of non-compliant agents, and answer field questions
• Provide training and coaching to sales offices and agents on the client, Cydcor, and governmental processes and standards
• Enforce existing policies and procedures and review periodically to evaluate the effectiveness and offer suggestions for improved results
• Proactively conduct routine audits to ensure that policies are being followed in the field
• Identify non-compliant offices and agents, communicate findings to all appropriate parties, and take corrective measures as necessary, such as fines, office or agent termination, or legal action
• All cases have set Service Level Agreements (SLA) and cases are measured from the opening to the closing of the case to ensure SLA’s are being met and/or exceeded
• Effective communication – translating between IT and the business side, providing updates and adequate follow-up to field users, while maintaining a positive attitude and professional demeanor with internal team members, partner vendors, our clients, and the field
• Utilizing Salesforce case reporting, reports will be pulled by the Service Experience Specialist to identify trends and frequent issues. Case trend reporting will be reported to the Sr. Service Experience Specialist for visibility and resolution/process improvement for any frequently reported issues
• This role requires that the Service Experience Specialist WOW the customer (field ICL offices) and create an amazing experience from the initial point of contact to the resolution and closing of a case
• This individual will need to think creatively on process improvements and proactively work to improve the service experience, including the development of training and documentation of processes. This also includes building relationships and creating great experiences when partnering with other internal teams

REQUIRED QUALIFICATIONS:

• Associates Degree or equivalent experience
• Customer service experience (phone and email communication)
• Strong interpersonal skills in order to effectively communicate with varying levels of the organization, project teams, vendors & sales offices
• Maintains a positive & professional attitude at all times
• A willingness to learn and the ability to plan, organize and prioritize multiple tasks and meet deadlines
• Salesforce/CRM experience is a plus!

WORKING CONDITIONS:

In-office Tuesdays & Thursdays, and in light of COVID-19, work is remote the other days of the week. As the situation permits, eventually expected to return to the office more days as it is a role that thrives in team collaboration. Must be willing and available to work weekends (generally work 1 weekend a month, the typical schedule is Monday - Friday.

Company Description

Cydcor is the largest provider of outsourced sales services in North America and Canada. In fact, we have been recognized as the most trusted name in customer acquisition, serving FORTUNE 500® and emerging companies since 1994. Cydcor has a distinctive corporate culture. That culture is built around actively living the Behaviors We Value. These values dictate everything we do, from our daily interactions with clients to volunteering with and supporting local charities. Living and breathing the Behaviors We Value credo is what separates us from our competition and consistently gets Cydcor ranked as one of the best places to work. See what our team members say about us: https://www.cydcor.com/team-testimonials