The Business Retention Advocate 3 is responsible for leading the use of data to improve customer retention & satisfaction, strategic growth, and to provide innovative solutions to operational issues ensuring high levels of customer satisfaction and the execution of the customer service strategy.
Primary accountabilities are to resolve complex customer issues and operational challenges using existing and innovative solutions and function as process owner for assigned primary and support processes ensuring:
designs user interfaces for various tools to provide access to knowledge content and data
designs and manages the knowledge content used by customer service teams across the enterprise (as applicable)
utilizes automation technology to improve process efficiencies
partners with other departments such as Marketing, Salesforce IT, Operations, etc to ensure most current content & data is available and seamless solutions are designed & integrated
utilization and adoption by the intended audience /stakeholders
is designed according to both internal and external stakeholder needs/requirements acting as a thought-partner to solve strategic issues
improved based on quantifiable outcome data
creation of training materials, standard operating procedures, and the delivery of training to users
integration with technology required to execute assigned processes as well as ongoing improvements as necessary to keep current with business and stakeholder requirements
integration with other processes where synergies are present (including knowledge content, service delivery models, etc)
creation of ad-hoc reporting, presentations including the delivery to executives audiences as required
conducts surveys, analyses, and other responsibilities against assigned deadlines
performs all of the above with a high level of experience, professionalism, detail orientation, thoroughness, and accuracy
supports other staff through oversight, training, and guidance
performs all other duties as assigned
This position will be responsible for working with cross-functional teams, as well as direct interaction with high-value and/or strategic customers.
EDUCATION AND QUALIFICATIONS:
Experience in “no-code” automation
Complete Citizen Developer program
Experience in graphic design & web development
Process design experience / Six Sigma / Lean Six Sigma belt (yellow or green)
Ability to identify root cause analysis through project assignments or project management.
Degree preferred in a business related field, with minimum of 8-10 years optical experience and customer service experience
Demonstrated critical thinking and problem solving skills required.
Excellent written, verbal and presentation skills.
Ability to speak to Ops Leaders and leaders in other departments across the organization
Ability to handle multiple projects against assigned deadlines.
Outstanding PC skills, including spreadsheet, word processing, presentation, internet and internal software.
Ability to work independently demostrating excellent business judgment
Professional and polished demeanor, with ability to work directly with all levels of management.
Specific Skills Needed: Optical Experience/Data Analysis
Years of Experience: 3 to 5 years
Work hours: 40/HR (9am to 5pm CST)