CRM Administrator, Customer Experience (Seasonal)

Responsibilities

• 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
• Qualifications & Skills
• 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
• Pay Range: $25.00 - $35.00 per hour
• Why MLB?
• California Residents: Please see our California Recruitment Privacy Policy for more details.
• 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.
• Applicants requiring a reasonable accommodation for any part of the application and hiring process, please email us at accommodations@mlb.com . Requests received for non-disability related issues, such as following up on an application, will not receive a response.
• Are you ready to Step Up to the Plate? Apply below!

Additional Information

We're hiring a Part-Time CRM & 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.

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