Customer Care It Systems Specialist

People Passion Purpose
Everything School Specialty offers is designed for one purpose – to help students succeed. We believe every student can flourish in an environment where they feel safe and inspired to explore and grow.
We’re determined to positively impact the future, one child at a time. We need to talk if you share our passion:
Transforming more than classrooms.®
Benefits
School Specialty offers Medical, Dental, & Vision plans (Effective Day 1), Wellness programs, Health Savings Accounts, Flexible Spending Accounts, 401 (k), PTO, Promise Hours dedicated to volunteering, Education Reimbursement, Paid Holidays, Fall & Winter Flexible Hours, Employee Discounts and much more!
Customer CareSystems Specialist
This position reports to the MGR-CC PROCESS IMPROVEMENT and is accountable for developing and improving systems used within Customer Care. Assists with the identification of system data trends and opportunities. Incorporates business needs and agent feedback into system development and design.
Represents Customer Care on multi-department projects and system improvement initiatives. Leads and supports a variety of Care-sponsored improvement initiatives.
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The base salary range for this role is $37,000.00-$45,000.00 Annually.
Summary of Primary Responsibilities

• Responsible for setup & maintenance of the systems used within Customer Care, including but not limited to:
  • Vonage – user, skill, group, interaction plan, & dashboard management
  • Oracle – account note & item note management
  • Salesforce – public group membership, chatter group membership, & user detail management
• Works with Customer Care leaders, training department, and advocates to gather and assess potential system improvement opportunities.
• Analyzes opportunities and potential ROI from a big picture view, including relation to other project timelines, systems integrations, business priorities and strategic initiatives.
• Acts as a subject matter expert (SME) for Customer Care, and the systems that it relies on, including but not limited to: Salesforce, Vonage, Ecomm, Oracle.
• Develops “user stories” and testing scenarios to support agile methodologies, delivers training on how to perform UAT, supports UAT, and coordinates UAT testing and results.
• Incorporates Change Management principles (ADKAR) into project timeline and communication plan.
• Partners with IT and/or the enterprise architect to ensure alignment on project timeline and deliverables (if applicable).
• Exercises care within work environment to prevent injuries. Supports and follows all company safety policies and procedures.

Minimum Experience Requirements

• Bachelor’s degree / equivalent work experience
• Intermediate or Advanced Excel experience required
• Experience developing Salesforce Reports & Dashboards preferred but not required
• Experience developing and building call flows in Vonage preferred but not required
• Experience with Oracle preferred but not required
• Prior experience with Customer Service or Sales preferred but not required

Preferred Knowledge and Skills

• Ability and willingness to learn new tools and technologies through both formal and on-the-job self-training
• Willingness to work non-standard hours to support 24/7 operations and project timelines
• Ability to adapt to fluid situations, quick self-learner, and ability to manage through complexity
• Collaborates with others in both team settings, across the organization, and with senior leadership, including both technical and non-technical audiences
• Proficiency in understanding business processes and procedures, including integrations into other systems
• Proven competence in planning, decision quality, and executing organizational change
• Experience with Salesforce, Vonage, Oracle, Visio, and Excel a plus
• Willingness to become Salesforce Administrator certified within 18 months

Disclaimers
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

• School Specialty, LLC. is a Drug Free Workplace. All applicants are subject to a drug screen and background check as a condition of employment.
• We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
• If you need a reasonable accommodation for any part of the employment process, please contact us by email at Opportunities@SchoolSpecialty.com and let us know the nature of your request and your contact information.