Wilbert is looking for a Customer Relationship Management (CRM) Admin Specialist, this position is responsible for maintaining the integrity of a CRM system. They ensure all data is accurate and up to date, monitor performance metrics, work with various departments within the organization in the use of CRM, and troubleshoot any issues that may arise.

This opportunity offers the individual the ability to be part of a growing team and will provide ongoing personal and professional growth.

Position Responsibilities:

• Complete CRM related tasks, projects, development, and advanced troubleshooting as deemed necessary.
• Provide daily CRM support as needed based upon the ticketing system requests, resolving and escalating as needed, or projects implemented.
• Ability to assist in trouble shooting of ad hoc issues
• Escalate reoccurring technical issues to the relevant support teams
• Provide support to customer service desk team as needed, including answering customer calls, reaching out to customers as needed, and supporting issues with online eCommerce platform.
• Deliver timely, courteous, and knowledgeable support to all users with a positive attitude.
• Provide ongoing data management and support to maintain integrity of data systems.
• Basic software support on systems such as CRM Dynamics, Sales Accelerator, Zoominfo, ZeeMaps and Magento software.
• Participate in creating and maintaining documentation including SOPs, FAQs, processes, protocols, training materials, and Knowledge Base articles.
• Provide process improvements identified and needed for a top-level customer service support team.
• Understand and help facilitate role-based access requirements, adhering to a methodology to also protect the data of our customers and partners
• Drive consistent usage of CRM system and adherence to sales processes
• Assist with organizing training sessions on processes for all roles to increase efficiency of usage
• Design, build and refine workflows using the company platform
• Work collaboratively to understand business and customer needs and advise on industry best practices and standards related to CRM best practices and company requirements.

Qualifications

• Strong knowledge and support experience in Microsoft Word, CRM database understanding and M365 (i.e. Outlook, Word, Excel, PowerPoint, Teams, OneDrive, Planner and SharePoint).
• 5 years customer service experience
• Familiarity with following and creating knowledge base articles and instructional content.
• Demonstrated experience working in cross-functional teams including multiple geographic locations to support business interactions within all levels of an organization.
• Desire to leverage personal and professional growth opportunities to provide career advancement.
• Ability to think critically, identify solutions and deliver recommendations based on data and analysis.
• Proven ability to organize multitude of tasks, projects, and information simultaneously.
• Musthave excellent communication and organizational skills and work well under pressure in a fast-paced environment with minimum supervision.
• Must be able to work independently and be team-oriented, reliable, and dependable.
• Strong initiative, creative thinking, attention to detail and work ethic.
• Certification on Dynamics or Salesforce CRM systems is a plus, but not required
• Basic understanding of how systems/data connect with Dynamics data
• Excellent presentation and communication skills

NOTE: This job description is not intended to be all-inclusive. A partner may perform other related duties as negotiated to meet the ongoing needs of the organization

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Ability to commute/relocate:

• Leawood, KS 66211: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 5 years (Preferred)
• Microsoft Office: 1 year (Preferred)

Work Location: One location

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