Majorleaguebaseball

CRM Administrator, Customer Experience (Seasonal)

New York, New York. Posted 5 months ago

The role

You will support platforms like Salesforce Service Cloud and Zoom Contact Center. You will streamline workflows, deliver analytics, and ensure the customer service team has necessary tools.

What you will do

  • Serve as the Salesforce Service Cloud and ZCC subject matter expert
  • Configure and maintain case management workflows, queues, escalation rules, and KPI’s
  • Manage users, roles, profiles, permissions, and security settings
  • Build and optimize reports and dashboards to monitor agent performance, case volume, and key KPIs
  • Provide real-time troubleshooting and support
  • Maintain data integrity and perform routine audits and clean-up
  • Train new and existing team members on Salesforce and ZCC functionality and best practices
  • Collaborate with IT and operations teams to identify system enhancements and automation opportunities
  • Stay current on Salesforce Service Cloud and ZCC updates and recommend improvements

Required qualifications

  • 1-2 years of experience as a Systems Administrator
  • Salesforce Administrator certification required
  • Solid understanding of contact center processes and KPIs
  • Experience configuring case routing, email-to-case, live agent/chat, and knowledge base
  • Ability to create effective reports and dashboards that support decision-making
  • Strong analytical and communication skills
  • Comfortable working in a fast-paced, customer-first environment
  • Must be available to work on-site in NYC during designated hours
  • Experience with API integrations and telephony tools (e.g., Amazon Connect, Five9, Genesys, ZCC)
  • Knowledge of Omni-Channel, Macros, Agentforce and Einstein Bots
  • Familiarity with customer feedback tools, CSAT, or QA workflows

Nice to have

  • strong plus on Service Cloud and Zoom Contact Center
  • Service Cloud Consultant certification preferred
  • Experience building public facing support sites within Salesforce a plus

About the company

Major League Baseball (MLB) is the most historic of the major professional sports leagues in the United States and Canada.

CRM Administrator, Customer Experience (Seasonal) at Majorleaguebaseball | JobZoey