What are the responsibilities and job description for the CRM SUPPORT TIER I position at AMERICAN NEIGHBORHOOD MORTGAGE ACCEPTANCE COMPANY?
Job Details
Description
AnnieMac Home Mortgage is looking to hire a Full Time CRM Support Tier I to be responsible for front line support of Customer Relationship Management ticketing system. Be a part of taking an excellent team and company culture to the next level by providing amazing customer support. The duties are managing day-to-day ticket resolution, ticket escalation to vendor/internal staff, working with internal/external databases, assisting users, configuring workflows, and sending emails. This position will work together with the CRM team to assist, train, and support all users of CRM and assist with maintaining data integrity. Under the direct supervision of the Vice President of Marketing, Sales Empowerment, the CRM Support Tier I job responsibilites will include but not be limited to:
- Provide friendly, accurate, and professional level support to CRM users who have contacted us through the ticketing system or the support line to have their concerns addressed/issues resolved
- Identifying problems that need escalation to the CRM Specialist or vendor for support
- Identifying common problems received through the support channel and working towards a solution systemwide
- Responsible for end-user support of the CRM
- On-boarding of new users and creation of ad-hoc and smart queries per end user requests
- Provide consistent level of superior customer service by focusing on communication and follow-up
- Loading new user databases into the CRM via import process
- Perform data entry, constituent merges, and data clean up as needed
- Participate and provide support either in-person or virtually
- Creating ad-hoc groups and emails to meet user requirements
- Working with lead distribution system and adjust per user requirements
- Partner with CRM vendor team to develop accurate and timely reporting on email marketing campaigns
- Incorporate new processes and procedures to optimize data integrity
- Support CRM integrations with third party applications and lead aggregation providers
- Facilitate CRM training which includes but not limited to new branch onboarding, one-on-one user training, new feature releases and monthly ask the expert
- Recommend improvements to the CRM training documentation
- Complete all Company mandatory trainings within the required timelines
Qualifications
- High school diploma or equivalent required; bachelor's degree in Marketing, Computer Science, or related field preferred
- 2 years of experience in a Marketing support role
- CRM email design and fulfillment experience
- Knowledge of CRM architecture and database relationships
- Excel experience a must
- Advanced proficiency in communication both verbally and written
- Dedicated home office space with high-speed internet
- Familiarity with the latest trends, technologies and methodologies in HTML email template design, web design, etc.
- Ability to think creatively
- Capable of dealing with a wide range of personalities
- Strong organizational skills and capability of handling multiple projects at any given time
- Must be able to meet deadlines and SLAs under pressure and work independently
Work Environment/Physical Demands: Will have to spend long hours sitting and using office equipment and computers, which can cause muscle strain and eye strain.
***AnnieMac Home Mortgage is an Equal Opportunity Employer***
