Job description
Job code:
010546
Pay grade:
G
Pay type:
Exempt/salaried
General summary
Serves as the main point of contact for end users of the customer relationship management system.
Major duties
- Designs and maintains instructional programs for customer relationship management training.
- Manages projects for the development and implementation of new features in the customer relationship management systems.
- Initiates conversations with individual staff, departments, and colleges to gather and analyze technical and functional need requirements.
- Communicates needs assessment to other University offices and subject matter experts to develop solutions.
- Serves as the main point of contact for user training. Manages staff responsible for processing training users in the customer service relationship management system.
- Creates training content and facilitates various modes of instruction.
- Provides training and support to system users in creating and maintaining customer relationship management content, reports, and various other system functions.
Minimum qualifications
Minimum qualifications based upon job documentation and industry best practices. Any current employees not meeting these qualifications will be grandfathered until they move to a different job.
Required education
- Bachelor’s degree in related field from an accredited institution.
Required experience
- Two years’ relevant experience.
- Supervisory or lead experience.
- Strong interpersonal, written and verbal communication skills.
- Experience with student information and customer relationship management systems.
- Training experience.
- Customer service experience.
Required other
- Ability to work irregular shifts and extended hours, including evenings and weekends.
Physical requirements
Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.
Working conditions
Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.
Revised:
2023-11-16
This description indicates the general nature and level of work performed by employees in the above job. It is not intended to be a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.