Business Development Consultant (Knowledge Specialist)

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Position's Contributions to Work Group :

- More specific title would be a Knowledge Specialist. Identify knowledge article needs and drive suitable knowledge initiatives that deliver on our brand promise. Responsible for the development of effective knowledge article templates and the development of customer and agent facing knowledge articles that deliver a world-class customer experience. Will lead knowledge efforts for our Client Digital Support/ Contact Center Operations and will partner with 3rd party contact centers and internal partners to ensure knowledge articles are understandable and up to date.

Typical task breakdown:

- Collaborate with team members on building front line agent processes.

- Develop, build, and refresh knowledge articles.

- Attend necessary business meetings.

- Analyze customer behavior data and make recommendations.

- Tool testing ( salesforce tool)

Interaction with team:

- Currently 3 in the team

Work environment :

Will need to go onsite

Education & Experience Required:

- 4 year education or communication degree and/or 2+ years combined experience working within a contact center environment developing knowledge articles for frontline agents

Technical Skills Required

- Knowledge of Microsoft Word, PowerPoint (intermediate) and Excel.

- Superior writing skills*** A MUST HAVE

- Salesforce experience

Desired

- Customer service background a plus.

- Experience analyzing data via Power BI dashboards

- Analyzing data and google analytics dashboards

Soft Skills Required

- Must possess superior human relation skills and excellent verbal and written communication skills.

- Internally motivated, proactive, and eager to learn.

Disqualifiers/Red Flags

- Must have SUPERIOR (English) verbal and written communication skills

- Choppy Job tenure ( 6 mo- less than 1 year)

- Let's not reengage the previous candidates/submittals, we would like to see new resumes.

Job Type: Contract

Pay: $35.00 - $40.00 per hour

Schedule:

• Monday to Friday

Application Question(s):

• Do you have experience in Salesforce ?

Education:

• Bachelor's (Required)

Experience:

• Microsoft Word: 2 years (Required)
• Microsoft Powerpoint: 2 years (Required)
• Microsoft Excel: 2 years (Required)
• Writing skills: 2 years (Required)
• Salesforce: 2 years (Required)

Language:

• English (Required)

Ability to Commute:

• Peoria, IL 61602 (Required)

Ability to Relocate:

• Peoria, IL 61602: Relocate before starting work (Required)

Work Location: In person