CRM Administrator, Customer Experience (Seasonal)

<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">We’re hiring a Part-Time CRM &amp; CX Tools Administrator to support platforms like Salesforce Service Cloud and Zoom Contact Center (ZCC). You’ll help streamline workflows, deliver actionable analytics, and ensure our customer service team has the tools they need to provide fast, consistent, high-quality support.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Responsibilities</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Serve as the Salesforce Service Cloud and ZCC subject matter expert</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Configure and maintain case management workflows, queues, escalation rules, and KPI’s&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Manage users, roles, profiles, permissions, and security settings</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Build and optimize reports and dashboards to monitor agent performance, case volume, and key KPIs</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide real-time troubleshooting and support</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Maintain data integrity and perform routine audits and clean-up</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Train new and existing team members on Salesforce and ZCC functionality and best practices</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate with IT and operations teams to identify system enhancements and automation opportunities</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Stay current on Salesforce Service Cloud and ZCC updates and recommend improvements</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">&nbsp;<strong>Qualifications &amp; Skills</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">1-2 years of experience as a Systems Administrator, strong plus on Service Cloud and Zoom Contact Center</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Salesforce Administrator certification required; Service Cloud Consultant certification preferred</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Solid understanding of contact center processes and KPIs</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience configuring case routing, email-to-case, live agent/chat, and knowledge base</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience building public facing support sites within Salesforce a plus</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to create effective reports and dashboards that support decision-making</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong analytical and communication skills</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Comfortable working in a fast-paced, customer-first environment</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Must be available to work on-site in NYC during designated hours</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience with API integrations and telephony tools (e.g., Amazon Connect, Five9, Genesys, ZCC)</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Knowledge of Omni-Channel, Macros, Agentforce and Einstein Bots</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with customer feedback tools, CSAT, or QA workflows</span></li> </ul> <p><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Pay</span></strong><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">&nbsp;<strong>Range: </strong>$27.00 - $37.00 per hour</span><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">&nbsp;</span></p> <p>&nbsp;</p><div class="content-conclusion"><p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Why MLB?</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Major League Baseball (MLB) is the most historic of the major professional sports leagues in the United States and Canada. Employees love working at MLB because of the culture of growth, teamwork, and professionalism. Employees who are most successful at MLB take initiative, know how to identify problems and provide solutions, and always put the Team first. For those ready to step up to the plate and join the major leagues, MLB takes the same approach as teams do with their players: empowering our “workforce athletes” to be at their best by engineering experiences that put employees in the best position to succeed. Major League Baseball is looking for candidates who are passionate about growing America’s pastime to best serve its fans for decades to come.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">California Residents: Please see our&nbsp;<a href="https://www.mlb.com/careers/ccpa">California Recruitment Privacy Policy</a> for more details.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Colorado Residents: Colorado based applicants may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Applicants requiring a reasonable accommodation for any part of the application and hiring process, please email us at <a href="mailto:accommodations@mlb.com">accommodations@mlb.com</a>. Requests received for non-disability related issues, such as following up on an application, will not receive a response.</span></p> <p style="text-align: center;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Are you ready to Step Up to the Plate? Apply below!</strong></span></p></div>