CRM Administrator, Customer Experience

• Serve as the Salesforce Service Cloud and ZCC subject matter expert
• Configure and maintain case management workflows, queues, escalation rules, and KPI’s
• Manage users, roles, profiles, permissions, and security settings
• Build and optimize reports and dashboards to monitor agent performance, case volume, and key KPIs
• Provide real-time troubleshooting and support
• Maintain data integrity and perform routine audits and clean-up
• Train new and existing team members on Salesforce and ZCC functionality and best practices
• Collaborate with IT and operations teams to identify system enhancements and automation opportunities
• Stay current on Salesforce Service Cloud and ZCC updates and recommend improvements

• 1-2 years of experience as a Systems Administrator, strong plus on Service Cloud and Zoom Contact Center
• Salesforce Administrator certification required; Service Cloud Consultant certification preferred
• Solid understanding of contact center processes and KPIs
• Experience configuring case routing, email-to-case, live agent/chat, and knowledge base
• Experience building public facing support sites within Salesforce a plus
• Ability to create effective reports and dashboards that support decision-making
• Strong analytical and communication skills
• Comfortable working in a fast-paced, customer-first environment
• Must be available to work on-site in NYC during designated hours
• Experience with API integrations and telephony tools (e.g., Amazon Connect, Five9, Genesys, ZCC)
• Knowledge of Omni-Channel, Macros, Agentforce and Einstein Bots
• Familiarity with customer feedback tools, CSAT, or QA workflows, Analysis Skills, Auditing, Automation, Baseball, Best Practices, Call Centers, Case Management, Cloud Computing, Communication Skills, Consulting, Customer Experience, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Support/Service, Customer/Client Research, Data Quality, Decision Support, Genesys Solutions, Identify Issues, Knowledge Base, Online Chat, Performance Analysis, Performance Metrics, Quality Assurance, Reporting Dashboards, Reporting Skills, Salesforce.com, Sports, Systems Administration/Management, Team Player, Telephony API (TAPI)

Pay Range: $25.00 - $35.00 per hour

Why MLB?

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.

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