Customer Relations Specialist

Responsibilities

Kforce has a client that is seeking a Customer Relations Specialist in San Antonio, TX.Overview:Customer Relations Specialists are analysts who constantly examine and monitor a firm's practices with existing customers, helping ensure that retention levels are as high as possible. They also analyze data to find ways to attract new customers, as well as assist in the rollout of such measures. This role is not front-line customer facing. Customer interactions are limited to Contact Center operations, leaders and employees.The successful candidate will be responsible for managing daily operations using the specified technology tools. This includes utilizing SharePoint as the initial point of contact for incoming requests, processing these requests, and tracking them through to completion. Communication with internal customers, specifically within the Contact Center, will be handled via Microsoft Outlook. Basic data management and maintenance of Workforce Management (WFM) work files and spreadsheets will be performed using Microsoft Excel's core functionalities. Furthermore, the role requires leveraging a WFM platform, such as NICE IEX, to access and update crucial agent information, including schedules, phone skills, and general agent data maintenance.Tools Used:

• Microsoft Excel: Essential for data manipulation, file maintenance, and spreadsheet management
• WFM Platform (e.g., NICE IEX): Critical for accessing and updating agent schedules, phone skills, and agent data
• SharePoint: Utilized as the primary tool for request intake, processing, and tracking of work items

Skills

• Data Analysis: Proficiency in basic data analysis techniques
• Task Management: Demonstrated ability to perform multiple tasks efficiently and accurately in a fast-paced, independent environment
• Schedule Management: Experience with Workforce Management (WFM) platforms: tools specifically for scheduling and data maintenance
• MS Office Suite: Excel, NICE IEX experience (specifically for scheduling and data maintenance), and SharePoint
• Attention to detail and data accuracy

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.


We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.


Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.


This job is not eligible for bonuses, incentives or commissions.


Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


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Kforce is a professional staffing services firm offering Technology and Finance & Accounting jobs with top employers nationwide. We specialize in providing contract, contract-to-hire and direct placement opportunities, with over 50 years of experience in the staffing industry. Kforce offers many consultants comprehensive benefits depending on employment status, including medical, dental, 401(K), life insurance and disability. Our vision is to be "the firm most respected by those we serve."