New Job Specialist, Customer Experience Crm In Ontario

Specialist, Customer Experience CRM
Specialist, Customer Experience CRM

Specialist, Customer Experience CRM

Company : City of Burlington, Ontario
Salary : Details not provided
Location : Ontario

Full Description


Description

Working for the Burlington City Council.

A great career is closer than you think. Come work for the city of Burlington, where we will be building an innovative and progressive workplace that respects the diversity of our residents, visitors, and employees; and provides continuous opportunities for you to learn and grow. "

We don't just spend time attracting the best talent. We spend our resources to keep the good talent, this may include flexible working hours, innovative and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

Location

This position is eligible for a hybrid working arrangement with our main workplace based in City Hall at 426 Brant Street, Burlington, ON. Weinstein's work location is subject to change due to operations of the city.

Position Overview

This position will be responsible for the configuration, training, and operation support of the city's Customer Relationship Management system (CRM). As a key member of the CRM team, the Specialist, Customer Experience (CX) team will develop business process flow, test, train, manage user access and foster continuous improvement.

This role is a key partner with Burlington Digital Services (BSD), a Customer Experience Provider and departmental staff, preserving the best practices of CRM and Customer Experience. This role includes: identifying and recommending improvements to service, and implementing changes to improve it.

Responsibilities

The position is responsible for :)

  • Consult with internal stakeholders and subject matter experts to understand their needs in system design, assess business processes to develop and configure the CRM system. Coordinate with vendors to incorporate business process and rules into system design. )
  • Working closely with business analysts and vendors to develop, implement and manage comprehensive system testing plans.
  • Applied analytical and technical skills to the Microsoft Dynamics CRM system, applying knowledge of the technical environment, application and dependencies with related systems.
  • Provide leadership and direction to departmental staff participating in system development, testing and training. Collaborate with other staff related to system changes making decisions that affect the work of others.
  • Collaborate effectively with the vendor, BDS, Burlington Service, system users and other stakeholders to lead new release management, issue management and enhancement requests.
  • Manage the development of Knowledge Base Articles (KBAs) in co-ordination with Standards, and Burlington.
  • As required to support CRM data management and reporting. Support the quality assurance of system data.''
  • Create and maintain all CRM configurations, operations support documentation and release notes.
  • Design and deliver end user training for all corporate CRM users, including development and maintenance of training guides and materials.
  • As the CRM subject matter expert, provide feedback and opportunities for leveraging technology to support continuous improvement.

Requirements

You have a three (3) year college degree, or university degree equivalent in the area related to customer service or consumer experience. This is combined with an experienced three (5) to five (7) year CRM system for configuration, usage and training. Business systems or business administration.

Communication and collaboration are critical to providing quality service to employees and customers. Must be able to handle multiple changing priorities and work on multiple concurrent assignments, your initiative and ability to anticipate and solve problems is combined with proven analytical skills. Highly organized with demonstrated attention to detail''

This position may require occasional travel between sites and/or city facilities, you must provide your own transportation. This position requires you to provide occasional support for planned and unplanned events during and outside regular business hours.

Accommodations

In accordance with the Accessibility for Ontarios with Disabilities Act, Burlington provides individual accommodations for applicants with disabilities within the recruitment and selection process. Please call us at 905-335-7602 or email us to request our assistance? Request details: hr@burlington.ca *