RESPONSIBILITIES:
Kforce has a client that is seeking a Senior Customer Service Specialist/Analyst in Coral Gables, FL.Job Summary:The ideal candidate will have a strong background in Salesforce solutions, case management, and writing requirements for creating cases. This role involves working closely with back-office employees to resolve exceptions, developing requirements to optimize exception handling, and identifying process improvements to reduce or eliminate exceptions.Key Responsibilities:- Develop Functional Requirements Documents (FRDs) for Salesforce solutions
- Manage case creation and case management within Salesforce
- Collaborate with back-office employees to resolve exceptions and document solutions in Salesforce
- Develop and refine requirements for optimizing exception handling processes
- Work with SAP to identify and address exceptions before billing customers
- Optimize logic to catch true issues and prevent customers from finding errors
- Identify and implement process improvements to reduce or eliminate exceptions
- Support testing and hypercare phases of the project
- Translate business requirements into technical specifications for development teams
- Ensure the solution reflects the best future state for the organization
REQUIREMENTS:
- Experience with Salesforce and SAP Billing systems (Ideally)
- Experience in developing and optimizing exception handling processes
- Proven project experience and ability to work in a hybrid role between customer service and technical teams
- Strong background in customer service and technical support
- Familiarity with CIS and SAP solutions
- Ability to understand systems at a high level and translate business requirements to technical resources
- Additional Information: The role involves supporting the overall program to implement the system and replace CIS with an SAP solution suite
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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