Customer Service Salesforce Case Auditor (Remote)

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

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