Implementation Specialist

GENERAL STATEMENT OF RESPONSIBILITY: Responsible for working with our clients and partner companies to implement FormFox software products and services with new users and to increase utilization of these products and services with existing users.
ESSENTIAL FUNCTIONS:
Level 1

• Set up and manage collection sites within the software.
• Based on our initiatives, make outgoing calls to potential and existing collection sites to generate interest, arrange for training and retraining, provide implementation instructions, provide general support, and track label inventory.
• Handle incoming calls from clients to answer implementation questions, provide instructions, and discuss current initiatives.
• Provide training and documentation for new users and those expanding their use of additional products and services.
• Onboard new clients sent from the sales team as quickly as possible. Track onboarding progress of new clients.
• Assist in maintaining client relationships through regular phone and email communication.
• Write follow-up and summary emails after phone communications with customers.
• Based on client initiatives, distribute information to clients through various means including email and phone calls.
• During the implementation process, escalate issues that are not resolvable to Implementation Team lead, or operations manager.
• Ship labels and supplies.
• Assist the technical support team as needed. Receive, troubleshoot, document and resolve user issues.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
• Be proactive in bringing ideas to management's attention to improve productivity, service, quality, policies and procedures, cost savings and utilization of company resources.

Other duties as assigned.
Level 2

• All responsibilities and knowledge of level 1 Implementation.
• Assist in creating marketing or educational materials to promote products and client-based initiatives.
• Use a thorough knowledge of all products and services to recommend and provide solutions to our clients.
• Manage and report on multiple, implementation projects as assigned.
• Statistical analysis of the utilization of products and services and expansion of the network.
• Provide ongoing account relationship management for select accounts and work with those clients to develop new implementation and utilization initiatives.
• Manage regularly scheduled calls and email communications with these select clients.
• Assist in maintaining software bug list and make recommendations on product enhancement.
• Assist in the ongoing product development of FormFox products and services by organizing client product feedback into recommendations for new product development.
• Provide recommendation on policy, procedure, tools, and resources to increased productivity.

JOB QUALIFICATIONS:
EDUCATION: High School Diploma or equivalent
EXPERIENCE:

• 6 months experience in a customer facing project management role or applicable customer service position.

SKILLS & ABILITIES:

• Must be self-starter and able to learn by multiple training methods
• Good verbal and written communication skills
• Good customer interaction and relationship skills
• Ability to manage several small projects simultaneously
• Detail oriented with strong organizational, multi-tasking and prioritization skills.
• Strong analytical and problem-solving skills
• Good judgment and decision-making skills
• Punctual time and attendance
• Prior phone experience preferred
• Project management experience preferred
• Ability to be at work and on time
• Ability and judgment to interact and communicate appropriately with other employees, clients and management

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.
The following physical attributes are required for this position:

• Sitting for extended lengths of time
• Close vision requirements due to computer work
• Repetitive use of hands, fingers, wrists, and elbows for operating a computer and telephone
• Light lifting, up to 10 pounds

EQUIPMENT: PC and communications equipment.
OTHER: Some after hours, on-call, and weekend work may occasionally be required. Travel may be necessary.
The employer shall, in its discretion, modify or adjust this position to meet the company's changing needs.
This job description is not a contract and may be adjusted as deemed appropriate in the employer's sole discretion.
Level 2 Requirements: 1 year of experience in a customer facing project management role or applicable customer service position.

• denotes essential job function

An Equal Opportunity Employer
Pay Range: $16.00 - $29.00
Benefits for Full Time Employees:

• Medical, Dental, Vision
• Life/AD&D
• Supplemental Life/AD&D
• Section 125 FSA Plan
• 401(k)
• Short and Long-Term Disability
• Paid Time Off
• Holidays
• Tuition Reimbursement