Stafford Communications Group

CRM Support Specialist

Stafford Communications Group

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

ServiceNow

About the role

  • Partner with internal and external stakeholders to provide general CRM system support and guidance
  • Create tickets in the client’s CRM for internal and external stakeholders to report and resolve issues
  • Submit CRM user access, including licenses and de-activation requests
  • Run daily fulfillment reporting including reviewing fulfillment requests, such as check approvals and handling exceptions
  • Create and update email and letter templates for agents
  • Tag and un-tag cases for legal purposes, as needed
  • Support the client with system testing, creating test scenarios, and troubleshooting and report on results
  • Troubleshoot common CRM system issues for agents and escalate to proper stakeholders as necessary
  • Collaborate with client and management to ensure the agent knowledgebase is up to date
  • Proactively monitor team performance through the creation and ongoing maintenance of reports and dashboards in consultation with management

Requirements

  • Experience with CRM systems (Salesforce, ServiceNow, or Exterro preferred)
  • Experience with S-Docs is an asset, but not required
  • Proficiency with Microsoft Office 365, including Word, Excel, PowerPoint, and other programs
  • Knowledge of general business practices related to customer service
  • Strong business acumen with the ability to understand client needs and contribute to service success
  • A highly organized work style with the ability to multitask and prioritize work in a remote environment
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
CRM systemsSalesforceServiceNowExterroS-DocsMicrosoft Office 365WordExcelPowerPoint
Soft Skills
strong business acumenorganizational skillsmultitaskingprioritizationclient needs understanding