What are the responsibilities and job description for the Account Operations 3/Consumer Services Partner Specialist position at Sunrise Systems, Inc.?
Our client, a leading athletic footwear and apparel manufacturing company, is looking for an Account Operations 3 / Consumer Services Partner Specialist. This is for an initial duration of 06 months and is a remote opportunity
3-5 years' minimum experience in customer service or call center operations
Top skills include the following :
System proficiency in CRM platforms (not necessarily Salesforce, but that would be ideal)
Understanding of KPIs, SLAs, and other performance metrics
Knowledge of customer service operations
Experience within ecommerce fields
Quality assurance experience not necessarily required, but would be a huge plus
Transparency, great communication skills, and the ability to work autonomously but also well in a team environment are top soft skills
Experience with Salesforce, quality assurance, implementation / onboarding of a new call center, and training employees would all be stand out skills for this position
Knowledge within the BPO space would be a plus
Will report directly to HM & partner daily with Client tech team; will also work extensively with call center partner mostly at a leadership level
Contractor will have to go through defective claims process as needed; experience in refunds, escalations, etc. would be great to have
3-5 years of experience in customer service, call center operations, ideally within retail and / or BPO settings.
In-depth understanding of call center metrics (e.g., AHT, SLA, CSAT).
Proficiency in Salesforce or similar CRM tools.
Experience in training, quality, onboarding, or coaching team members preferred.
Excellent communication skills and ability to manage cross-functional collaboration.
Bachelor's degree or equivalent combination of education and experience.
Who You'll Work With :
The Service Delivery Specialist will work closely with the Manager of North America Consumer Services and external BPO partners to support operational transitions and drive operational excellence. This role requires close collaboration with both internal and external teams, including call center operations and internal technology teams, ensuring alignment on performance metrics and seamless system integration.
Who We Are Looking For :
We are seeking a detail-oriented and proactive individual with a strong background in customer service and call center operations, particularly within retail and / or BPO environment. This candidate excels in leveraging tools like Salesforce and leading training initiatives to enhance team performance. They are adaptable, solution-driven, and bring a customer-centric mindset to their work.
What You'll Work On :
You will play a vital role in supporting day-to-day operations of our call center, focusing on training initiatives, back-office work, and technical support as needed. You will become a subject matter expert in our iteration of Salesforce Service Cloud ensuring alignment across teams and empower our BPO partner with the tools and knowledge to succeed.
Serve as a SME for Salesforce Service Cloud processes, enabling internal and external teams to utilize the platform effectively.
Coordinate, participate in, and lead Train-the-Trainer sessions to ensure consistent knowledge transfer and process adoption.
Collaborate with the BPO partner to provide guidance and support for their training and operational needs.
Handle specialized consumer requests, ensuring compliance with company policies and service standards.
Observe and report on performance metrics, contributing insights to team discussions and identifying areas for improvement.
Act as a key liaison between internal teams and external partners, fostering seamless communication and alignment.
Bring a customer-centric mindset to every interaction, emphasizing the importance of delivering exceptional experiences to drive satisfaction and loyalty.
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