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Information and Knowledge-base Coordinator
Job Category: Customer Service
Requisition Number: INFOR001279

Posted: December 8, 2021
Closed: January 18, 2022
Full-Time
Showing 1 location
MA - Boston TFCCS
Boston, MA 02115, USA
Job Details
Description
Department:    Customer Care Center             
SUMMARY
You will support the Customer Care Center (CCC)’s business objectives by helping to maintain effective and efficient departmental operations.  Key responsibilities include (1) maintaining the CCC Knowledgebase and all supporting documents to ensure all representatives (CCC and CDS-Global) have quick access to accurate information to share with customers, (2) acting as CCC liaison to clients and other departments to establish strong relationships and appropriate communication channels, distribute call reports accurately, share call report responses with the CCC and CDS-Global, and maintain current information for all representatives on client-based changes and product issues, and (3) working closely with the Technology Services Group to create documentation for CCC-related technical changes and updates.  You will work with the CCC Manager and Supervisors to drive process improvements, standards, methods, tools, and competencies across the contact center.
ESSENTIAL DUTIES AND RESPONSIBILITIES
STAFF MANAGEMENT AND JOB CONTACTS
Reporting Relationships
Supervision:   Customer Care Center Manager
Supervises:   None
Regular Contacts
This position regularly interfaces with the CCC Manager, Supervisors, and staff as well as internal clients with customer service needs, and CDS counterparts.
JOB REQUIREMENTS
Education/Experience
College degree and at least three years of professional work experience required, preferably  in a call center, with a minimum of two years in a training, technical and/or supervisory capacity.  Previous experience designing and maintaining websites and/or online databases. 
Knowledge/Skills
Technology Skills
Strong PC skills, including Microsoft Office, Google and SalesForce are required.  Experience designing and maintaining websites and/or online databases is preferred
Work Environment
Preference for onsite work in Boston, but may possibly work remotely with periodic visits to the Boston office as needed. Please note: This position cannot be performed remotely from Colorado [at this time] due to local job posting requirements. 
Christian Science Information
Church membership required.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. 
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