Talentify.io
Customer Service Salesforce Case Auditor (Remote)
Customer Service Salesforce Case Auditor | Talentify.io | UnitedStates
Why Consider This Job Opportunity
...Customer Service Salesforce Case Auditor | Talentify.io | United States
Why Consider This Job Opportunity
- Competitive benefits package including major medical, dental, and vision coverage with no waiting period
- Employee discount on Ubique Group products at company cost
- 9 paid holidays plus 1 floating holiday per year and up to 13 accrued PTO days annually
- Opportunity for career advancement and growth within the organization
- Collaborative and supportive work environment focused on continuous improvement
What To Expect (Job Responsibilities)
- Review and audit customer service cases in Salesforce to ensure accuracy and compliance with company policies
- Analyze customer feedback and sentiment to identify common pain points and suggest strategies for resolution
- Calculate and track case error rates and time to resolution for individual CSRs, identifying patterns and performance issues
- Create and present regular reports to leadership outlining audit findings and actionable insights for improvement
- Collaborate with CSRs and management to implement new tools and strategies to enhance case management processes
What Is Required (Qualifications)
- Minimum of three to five years of experience in customer experience or support roles
- Proven experience with Salesforce or other CRM tools, with a strong understanding of case management functionality
- Strong analytical skills with the ability to interpret data and identify trends
- Exceptional attention to detail and thorough documentation skills
- Strong communication and interpersonal skills to provide constructive feedback and collaborate effectively
How To Stand Out (Preferred Qualifications)
- Salesforce Certification or relevant customer service certifications
- Experience in customer service operations, including familiarity with performance metrics such as average time to resolution and customer satisfaction
#FurnitureRetail #CustomerService #Salesforce #ContinuousImprovement #CareerOpportunity
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