Posted in Admin - Clerical 4 days ago.
Location: Tempe, Arizona
Under minimal supervision, this position is responsible for functional business support of assigned application(s) for the customer contact center. Serves as an internal consultant to resolve functional problems; supports the design, testing, and implementation phases of a system and/or upgrade project; implements improvements to application usage or process.
DUTIES AND RESPONSIBILITIES:
Performs all assigned duties in compliance with internal SOPs and external regulations. Brings compliance issues to the attention of management.
Assures high-quality customer service to all customers.
Maintains good attendance and punctuality per the absence policy.
Maintains assigned software applications to meet evolving business and user needs.
Manages the national office IVR system.
Interfaces with other project staff to ensure project completion (e.g., shares knowledge, ensures effective communication).
Develops reporting for customer contact center functional leads.
Performs all customer contact center systems performance reviews and assessment of impact to operations.
Complies with change control processes through project completion.
Assists with developing, reviewing, and editing requests for proposals. Develops, reviews, and edits requirements, specifications, and business processes related to proposed solution and develops functional design specifications.
Partners with IT, Third party vendor & national office marketing on customer contact center interfaces.
Develops test plans. Executes and reviews test plans for customer contact center systems & applications.
Serves as subject matter expert for assigned applications.
Develops and performs data extraction and data maintenance using approved tools for end users.
Coordinates and interfaces with vendors to ensure business needs are met.
Performs all other duties, at the discretion of management, as assigned.
Bachelor's degree or equivalent combination of education and experience required.
One year of specific business applications experience required including:
• Integrated system upgrades, requirements definition, unit/functional/system integration testing.
Effective interpersonal, written and verbal communication skills.
Ability to analyze functional problems and develop sound and cost-effective solutions.
Planning, organizational, analytical, problem solving and prioritizing skills.
Ability to organize a diversified and heavy workload.
Ability to make sound decisions and work well under pressure.
Ability to work independently and in a team environment.
Ability to work effectively with all levels of staff and management and provide consistently high levels of customer service.
Must maintain confidentiality.
Strong computer skills.
DIVERSITY, EQUITY & INCLUSION AT VITALANT
Vitalant is committed to fostering a diverse and inclusive workplace built on a foundation of respect, integrity, teamwork, and excellence. Through our DEI strategic plan, we create opportunities for employees of all backgrounds to feel valued, seen and heard. We believe this mission drives creativity and innovation, as employees experience an environment conducive to personal growth and career development.
VITALANT OFFERS A COMPREHENSIVE BENEFITS PACKAGE
Health, Dental and Vision Insurance
HSA, FSA and 401K retirement savings plans
Paid Time Off
Employee assistance program
As an essential operation to the nation’s healthcare infrastructure and a science-based organization, Vitalant believes that being vaccinated helps provide protection and care for our employees, our donors, their families, and the broader community.
Vitalant requires employee’s to be fully vaccinated as a condition of employment. Individuals applying for this position should be prepared to comply with Vitalant’s Covid-19 vaccination policy unless an approved exemption exists prior to the start of employment. Compliance with Vitalant’s COVID-19 policy will require individuals to complete one of the following:
Receive the first shot of a two-dose vaccination series to start employment, and the second shot of the series within 8 weeks of the first
Receive the first and final shot of a single-dose vaccination prior to the start of employment
Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to Careers@vitalant.org to let us know the nature of your request.
For more EEO information about applicant rights click here