Business Development Consultant

Summary

The role focuses on identifying knowledge article needs and driving suitable knowledge initiatives to fulfill our brand promise. The position is responsible for developing effective knowledge article templates and creating customer and agent-facing knowledge articles to ensure a world-class customer experience. The role involves leading knowledge efforts for Digital Support/Contact Center Operations and collaborating with 3rd party contact centers and internal partners to maintain up-to-date and understandable knowledge articles.

Responsibilities

• Identify and drive knowledge initiatives to meet brand promise
• Develop effective knowledge article templates
• Create and maintain customer and agent-facing knowledge articles
• Lead knowledge efforts for Digital Support/Contact Center Operations
• Collaborate with 3rd party contact centers and internal partners
• Collaborate with team members on building front line agent processes
• Develop, build, and refresh knowledge articles
• Attend necessary business meetings
• Analyze customer behavior data and make recommendations
• Conduct tool testing (Salesforce tool, Power BI, and Google Analytics)

Qualifications

• 5 years' experience in a similar capacity
• 2 years combined experience working within a contact center environment developing knowledge articles for frontline agents
• Degree is a nice to have but not required
• Preference for candidates without a Master's Degree or Ph.D.

Skills

• Customer service background is a plus
• Experience analyzing data via Power BI dashboards and/or Google Analytics
• Must possess superior human relation skills and excellent verbal and written communication skills
• Internally motivated, proactive, and eager to learn

Pay

• $38.00 - $40.00 per hour
• Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law
• Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience

Benefits

• Health savings accounts with qualified medical plan enrollment
• 10 paid days off
• 3 days paid bereavement leave
• 401(k) plan participation with employer match
• Life and disability insurance
• Commuter benefits
• Dependent care flexible spending account
• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance
• Accommodations and reimbursement for work travel
• Discretionary performance or recognition bonus
• Sick leave and mobile phone reimbursement provided based on state or local law