Contact Center Administrator in Austin, TX at CORT

Date Posted: 11/16/2019

Job Snapshot

Job Description



Overview

CORT, a Berkshire Hathaway Company, is looking for a highly motivated individual committed to the delivery of a quality customer experience and contact center process improvements.  A Contact Center Administrator at CORT would focus on implementation and maintenance of CORT’s Contact Center. This person would take an active role in understanding system platform capabilities, identifying contact center-related requirements from multiple business units, maintaining supporting systems, and taking an active role in Salesforce CRM and Service Cloud design and configuration.  The Contact Center Administrator will report to the Contact Center Product Manager.



Responsibilities

  • Construct and configure contact center solutions within the Salesforce CRM and Service Cloud platforms
  • Test and maintain Salesforce workflows and components relating to CORT’s contact center including queue / skill routing, priority and escalation rules.
  • Work with various development teams using the Agile Kanban methodology
  • Develop and grow knowledge of contact center best practices and technologies through participation in industry events and online communities
  • Create or evaluate documentation including visual process flows, business cases, and training materials


Qualifications

Required Qualifications

  • Bachelor’s Degree in Business Administration, Computer Science, Information Technology, Engineering, or related field of discipline
  • 2+ years working in a multi-channel contact center environment (phone, chat, SMS, email, social media)
  • Experience with Salesforce CRM or Service Cloud platforms
  • Proficient in Microsoft Office Suite (Word, Excel, Powerpoint)
  • Quick to learn systems and processes
  • Ability to multitask and prioritize projects, issues, and tasks
  • Effective and clear communicator

Preferred Qualifications

  • Knowledge of or experience with the Cisco UCCX platform
  • Knowledge of Agile Project Management methodology including, Scrum and Kanban
  • Knowledge of Microsoft Visio or other flowcharting software


Additional Information

About CORT

CORT is a subsidiary of Warren Buffet’s Berkshire Hathaway. We are the world’s largest provider of furniture rental, trade show and event furnishings and relocation and transition services. We have locations throughout the US and in the UK, and a proprietary global network in over 80 countries around the world. We are dedicated to helping people make a house a home, an office a great place to work and an event a memorable celebration.

As part of a national company, CORT Furniture Rental offers opportunities for career development, professional growth, competitive salaries with position-specific incentive or commission plans, a comprehensive benefit plan, 401(k) and Profit Sharing, educational expense reimbursement and employee discounts. 

For more information on CORT Business Services, please visit our website at www.CORT.com.

CORT conducts drug screening, background checks and MVR checks (if applicable) as a condition of employment. CORT also participates in the E-Verify program.

EEO/AA Employer/Vets/Disability