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Continuous Improvement Specialist

ChaseSource Philadelphia, PA
  • Expired: 8 days ago. Applications are no longer accepted.

Our Client is hiring! A Fortune 500 company, provides generation services for up to 40 million homes and retail services for more than two million residential, business, commercial and industrial customers in 16 states.

Position Summary:
We are seeking a talented and ambitious continuous improvement professional to support our customer care team in developing best in class customer service knowledge management materials. This person will be responsible for organizing our internal knowledge management content in a way that is structured and easily accessible by our customer service agents. The goal is to ensure that all customer service representatives and managers have access to the latest training and support materials in order to succeed in their role. The ideal candidate has experience functioning in a high-performing team and has exceptional organizational skills.

Key Responsibilities:
• Manage and track knowledge management and/or organizational learning activities for multiple brands within the retail business
• Develop and edit existing customer care documentation in a logical structure that is intuitive to the end user (customer care agents)
• Perform audit of existing training and knowledge management materials
• Conduct and facilitate meetings with managers, agents and trainer to understand how to improve the existing materials and develop a plan of action
• Produce content related to customer care procedures, including self-help documentation
• Leverage best practices for developing a knowledge management solution for customer care team
• Optimize content in response to key performance metrics for KM solution
• Maintain appropriate level of urgency in managing and tracking multiple initiatives across various stages of content lifecycle

Requirements:
• Understand the role of the customer service agents
• Ability to handle multiple tasks with strong attention to details
• Highly organized
• Strong results-orientation
• Ability to think creatively and problem-solve
• Excellent oral and written communication skills
• Proficient in all Microsoft Office programs
• Bachelor’s Degree preferred

ChaseSource

Address

Philadelphia, PA USA 19104
Philadelphia, PA
19104 USA