CRM Specialist
Insurance Institute for Business & Home Safety
4 reviews
Tampa, FL 33617
Insurance Institute for Business & Home Safety
4 reviews
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Job details
Salary
$20.80 - $24.00 an hour
Job Type
Full-time
Full Job Description Job Purpose
This front-line position performs a wide variety of administrative tasks and supports, greets visitors and answers and directs phone calls. In addition, this position supports a variety of Customer Relationship management duties within the FORTIFIED & Membership teams.
Essential Duties and Responsibilities
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Answer and direct incoming calls and visitors in a professional and timely manner.
• Managing US Postal tasks.
• Provide CRM support to the Membership and FORTIFIED Teams. Professional response to include heightened sense of urgency, calm demeanor, and excellence in product delivery.
• Support implemented internet-based Customer Relationship Management (Salesforce) tool.
• Provide second line response for users requiring assistance with software issues and problems.
• Respond to requests for assistance by phone, email and/or using a help desk management system.
• Track issues to resolution updating the internal knowledgebase and/or communicating learnings with relevant business units.
• Assist in determining business requirements, outlining best practices and corporate policies.
• Conduct WebEx-based training of new and existing users.
• Submit and maintain CE approvals. Research requirements, submit paperwork, coordinate payment of fees, manage approvals and renewals.
• Filtering and facilitating RFI requests, phone, email and Zendesk be the gatekeeper for the FORTIFIED Team.
• Maintain electronic calendars, program folders and online sites as scheduled or requested.
• Process paper and electronic forms for various departments and functions using inhouse software and Microsoft Office applications.
• Determine priority in daily workflow through direct and frequent contact with supervisor and customers.
• Take charge of IBHS Tampa campus common areas; ensure areas are clean, stocked and ready for meetings and visitors. Manage vendor relationships affecting service.
Competencies
Adaptability Handles day-to-day challenges confidently, adjusts to multiple demands, shifting priorities, shows resilience in the adversity, flexible and manages tough decisions.
Customer Orientation The ability and willingness to relate to internal and external customers in an open and friendly manner to achieve desired outcomes.
Attention to Detail The ability to process detailed information effectively and consistently with excellent output.
Focus on Quality Sets high quality standards and strives for continuous improvement and quality assurance.
Learning Ability The ability to absorb new information from a variety of sources in a short time frame. Can use new information to improve processes and decision making.
Dependability Works as a team member, treats others with respect, reflects a positive attitude. Displays personal commitment to the workplace, is punctual and manages time off appropriately.
Critical Thinking & Decisiveness Ability to define problems or obstacles, consider alternatives and consequences and offers workable solutions. Seeks appropriate advice when necessary.
Knowledge, Skills & Abilities
Education/Experience Prior experience working in an office environment strongly preferred. High school diploma or equivalent demonstrating mastery of basic education concepts required. Position competencies and KSAs are typical of a person with 3-5 years similar experience.
Computer Skills Intermediate proficiency in Microsoft Office products, ability to learn proprietary software; advanced proficiency in other office environment utilities (fax, scanner, copier, etc.) Zoom software and phone system experience; 3 to 5 years SalesForce experience preferred, certification a bonus.
Language Skills Basic to intermediate proficiency with the English language. Preference given to bilingual (Spanish) speaking skills. Capable of holding a conversation in person as well as telephonically. Ability to read and comprehend instructions, write documentation and present information one-on-one and in groups.
Working conditions
Work is performed indoors, climate adjusted with mild noise and light fluctuations. Sedentary position. Typical office environment where desks, rolling chairs, supply boxes, etc. may present an occasional hazard.
Physical requirements
• Visual Acuity close visual acuity to perform an activity such as computer typing, extensive reading, preparing and analyzing reports, documenting minutes of a meeting.
• Repetitive motion - Substantial movements (motions) of the wrists, hands, and/or fingers.
• Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Talking - Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Feeling - Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Fingering - Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Lifting - Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Walking - Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Standing - Particularly for sustained periods of time.
• Reaching - Extending hand(s) and arm(s) in any direction.
• Sitting - Particularly for extended periods of time.
Direct reports
This position does not supervise others.