Goodlord’s mission is to provide the best renting experience in the world and we’re on the hunt for a Salesforce Service Cloud Specialist to help us achieve this.
This role sits within our Business Systems team which plays a crucial role in enhancing the efficiency and effectiveness of our external facing teams by defining, improving, and optimizing our internal processes. As an analyst within the team, you will be responsible for working with, and becoming an expert on, existing and new business processes and software applications. Your role will also involve identifying opportunities for automation and generating high-quality reports to pinpoint bottlenecks and inconsistencies in our teams’ workflows.
Your work will be critical to driving business growth and achieving our strategic goals, and you will have the chance to collaborate with cross-functional teams to implement solutions that positively impact our business outcomes.
No two days are ever the same at Goodlord so what you’ll be up to will vary. The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you!). But these are the things that will be core to your role and will keep you busy.
The day to day stuff:
Understanding, managing and ultimately automating/improving the operational processes that underlie our Customer Services teams.
Using Salesforce (SFDC) to support business as usual as well as supporting strategic projects for stakeholders across the business
Using SFDC reporting, import wizard, and data loader to query and manipulate data and keep our database updated and accurate as well as providing visibility to everyone from end users up to the executive team on team performance and metrics.
Owning the administration, configuration and support of various third party tools used to power the Customer Services teams (such as Vonage).
Spotting and responding dynamically to new problems that arise in your processes or processes you are introduced to
ABOUT YOU
You should apply if you:
You have significant experience in Salesforce Service Cloud development and administration including Einstein bot, omni channel and routing processes.
You are experienced with, or keen to learn, other tools used for the effective running of a Customer Services business.
You’re confident using spreadsheets and formulae
You have a brilliant command of English in both spoken and written communication
You have a proven ability to prioritise effectively and meet agreed deadlines
You can show empathy for your end-users - the Customer Services team - and recognise how you can improve their day-to-days
You have a passion for learning