Customer Relations Specialist

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
• 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