CX Operations Representative (Remote)

Position Summary & Location

At Acuity, the CX Operations Representative is responsible for the hands-on implementation, configuration, and ongoing maintenance of third-party service enablement tools, including Salesforce (CRM and Work Management), Five9 (Call Center management), Qualtrics (Surveys), and other tools that facilitate Customer Experience business functions. They maintain the front-line application reporting infrastructure for ABL's Customer Experience service teams, enabling managers and individuals to monitor Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and other essential data points to ensure a best-in-class customer experience. The CX Operations Representative builds and maintains surveys within ABL's Voice of Customer (VoC) program, configures reports and dashboards, and provides feedback results on request. They also help configure other CX tools that provide data-driven customer insights.

This U.S.-based remote role travels as needed for business purposes.

Primary Responsibilities Include

• Executing technology and process improvements for strategic Customer Experience (CX) initiatives to drive best-in-class service internally and externally. 
• Applying technical solutions to facilitate CX business processes.
• Interpreting business requirements, configuring tech applications and software integrations, creating reports, and assisting with business team enablement.
• Implementing self-service applications to increase the team's bandwidth for supporting higher complexity issues. 
• Introducing and configuring support tools that optimize the intake and assignment of customer requests.
• Assisting business partners with Knowledge Base configuration and expansion of a Knowledge-Centered Service (KCS) methodology across service teams.
• Expanding a Service Quality Program to ensure that best practice adherence is measurable, visible, and consistent management processes are in place. 
• Improving an activity management system using tech-enabled playbooks to guide and track customer success touchpoints, both manual and automated. 
• Applying technology to facilitate internal communication, enabling service teams to better manage customer requests across a network of support delivery teams.
• Supporting ad hoc process improvement projects that require new applications of technology.

Qualifications

• A bachelor's degree in a related field is preferred. 
• Experience implementing and configuring applications, as well as building and communicating reports and surveys, is preferred. 
• System administration experience specific to Salesforce (SalesCloud, ServiceCloud, MarketingCloud) and Qualtrics is preferred. 
• Must have strong organizational and time management skills.
• Professional written and verbal communication skills are required.
• Excellent problem-solving, critical thinking, and interpersonal skills are required.
• Available to travel as needed for business purposes.

The Ideal Candidate Offers

• Technical aptitude to quickly learn new software and apply technical knowledge to new toolsets.
• The ability to interpret process requirements and configure tech solutions to meet business objectives, maximizing efficiency for customers and internal partners.
• The ability to prioritize work and efficiently manage multiple projects at the same time.
• The ability to document and communicate process and technical knowledge to business teams.
• Empathy to advocate for external and internal partners while providing a stellar experience.
• Natural curiosity, eagerness to learn, and drive continuous improvement.
• Time management skills to prioritize effectively in a fast-paced environment.
• Partner cross-functionally with CX, Sales, Marketing, Product, and ABL Tech to develop policy, process, and engagement updates.