Customer Experience Platform Specialist

Location

Berkeley, CA | United States

Job description

To ensure we provide excellent customer service, we have a unique employee culture that doesn't just talk about core values, but exemplifies them in everything we do. They are: do the right thing, quality matters, and question everything . We believe in investing in our people to play to their strengths and have the right people in the right seats. All employees have weekly check-ins with their manager and twice a year performance reviews to ensure clarity of job expectations. To learn more about our culture, please visit our website.

This position is full time and hybrid ( attendance in the office is required 75% of the time. ) . As a customer experience platform specialist in our IT Department, you will play a crucial role in shaping our customer engagement strategy. You will be at the forefront of leveraging the power of the Zendesk platform to create extraordinary customer service experiences. This position is a perfect match for individuals who are enthusiastic about harnessing the capabilities of CSM platforms to deliver exceptional customer satisfaction.

Responsibilities

• Zendesk platform management:
• take charge of the overall configuration, management, and optimization of the Zendesk platform to align with out customer service goals
• implement and maintain advanced Zendesk features, including triggers, automations, and integrations with other key business systems
• regularly update and customize the Zendesk interface to ensure a seamless and efficient user experience for both customers and support agents
• Process and workflow enhancement:
• collaboratively work with customer support teams to optimize Zendesk workflows, aiming to reduce manual effort and enhance efficiency
• Utilize Zendesk reporting and analytics to develop actionable insights for continuous improvement in customer service processes
• System auditing and performance monitoring:
• conduct comprehensive audits of the Zendesk environment, ensuring data accuracy, system reliability, and adherence to best practices
• analyze performance metrics and user feedback to gauge the effectiveness of the Zendesk platform and identify areas for enhancement
• Stakeholder engagement and training:
• serve as the primary point of contact for all Zendesk related inquires within the IT department and beyond
• Develop and deliver training programs to ensure all users are proficient in utilizing the platform to its full potential
• Innovation and advocacy:
• stay abreast of the latest trends and developments in customer service technology, especially in relation to Zendesk
• advocate for strategic use of Zendesk and explore additional tools or plugins that could augment its capabilities
• Additional IT and software management tasks may be assigned (salesforce, guru, etc)
• Manage user roles, profiles, and permissions to ensure data security and access controls are in place
• Collaborate with various departments to understand their needs and design integration solutions that bridge the gap between systems and applications, enabling data and process flow
• Maintain clear and comprehensive documentation of configurations, processes, and procedures with version control
• Stay up to date with updates, best practices, and emerging technologies to recommend improvements and optimizations
• Maintain a record of all software licenses, their costs, and renewal dates

Requirements

• Bachelor’s degree (preferred major in Management Information System or Business Administration)
• Must be eligible to work in the United States and reside in California
• At least once a month office visits (flexible and subject to change per manager)
• Certified in Zendesk (preferred)
• Certified as a Salesforce Administrator (preferred) 
• Certified in Project Management (preferred)
• Strong understanding of IT principles and how they intersect with customer service technology
• Experience in configuring and managing a customer service platform to support diverse business functions
• Analytical mindset with the ability to leverage data for decision making and strategy development
• Exceptional communication skills, capable of bridging technical and non-technical realms
• A proactive, problem-solving approach to platform management and the ability to foresee and address potential issues
• A commitment to continuous learning and staying current with advancements in customer experience technology
• Pass drug screening test, background check, and pre-employment verification process
• Highly dependable, committed to meeting deadlines, punctual and demonstrates strong ethical standards in their work
• High level of attention to detail with a proven track record.
• Must adhere to policies and procedures in place
• Must exhibit the ability to work independently but have an awareness of the significance of regular work reporting

Benefits

Why work at Valor

• You LOVE Zendesk & Salesforce and have an appetite for learning software
• You get super happy when your workflow is automated, integrated, and documented
• You can critically think through and create a project plan and work with minimal supervision
• You take initiative and can identify and bring up issues to problem solve
• You want a career in the pharmacy or compounding industry
• You are open to feedback to improve your work product and up for the challenge to keep up to date on new features and workflow changes
• You believe in and can demonstrate our core values
• You are comfortable with fast-paced, dynamic, and growing pharmacy business 
• Competitive pay
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k) with Safe Harbor Match
• Life Insurance (Basic, Voluntary & AD&D)
• 20 Paid Time Off days (includes Vacation, Sick, & Holidays)
• Long Term Disability
• Training & Development
• Wellness Resources

Valor’s pay band range for this position is $80K to $110K per year. This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Valor’s total compensation package for employees. Your total rewards package at Valor will include employer contributions for employee premiums of medical, dental, and vision coverage, long-term disability, life and accidental death and dismemberment insurance, 401(k) retirement plan with safe harbor match and profit sharing plan, PTO and Holiday pay policy, and other benefits.

Valor Compounding Pharmacy, Inc. is an At-Will and EEO employer. We have a diverse group of hardworking people who thrive in dynamic environments. In 2020, Valor was ranked in Inc. 5000's Fastest Growing Private Companies, awarded by the San Francisco Business Times Leadership Trust, and accredited by the Pharmacy Compounding Accreditation Board (PCAB). We are a multi-state licensed 503A sterile and non-sterile compounding pharmacy. We pride ourselves on our innovation, data driven decision making, and quality in patient care, medications, and experience.

We adhere to the California Consumer Privacy Act (CCPA). For information about our privacy policy, please visit our Privacy Notice .

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