Overview
On Site
Contract - Independent
Contract - W2
Skills
Attention To Detail
Business Operations
Change Management
Testing
Help Desk
Business Systems
Problem Management
ROOT
Evaluation
Interactive Voice Response
Analytics
Routing
Business Software
System Testing
SLA
Customer Experience
Customer Service
Communication
Documentation
Reporting
Business Process
Auditing
Regulatory Compliance
Leadership
Optimization
Agile
Scrum
FOCUS
Collaboration
Management
Customer Relationship Management (CRM)
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
We are offering a long-term contract employment opportunity for a detail-oriented individual in the role of Customer Service Business Operations Support in Allentown, Pennsylvania. In this role, you will primarily serve as the contact point for critical business systems and applications that impact the daily operations of our customer service team. You'll work in collaboration with various teams, managing system configuration, optimization, and change management.
Responsibilities:
Ensure the integration, optimization, and availability of a wide array of systems and applications
Work closely with Product teams to support the design, build, and testing of optimal solutions for systems and applications
Act as the frontline of support for the help desk, recognizing patterns in issues and translating them to developers
Configure, maintain, and govern select business systems, managing access to applications for customer service operations
Document, maintain, and govern configuration files and business system documentation and records
Collaborate with Product and IT teams to perform system maintenance, production incident problem management, and identification of root causes
Aid in the planning, evaluation, and implementation of functionality and features, including but not limited to IVR/ IVA Web email, Chat, SMS, 2-way Text, Speech Analytics, Bots, Agent CRM, Agent tools, and interaction routing strategies
Partner cross-functionally with Business and Product teams to build business application requirements for new systems and features, coordinate system testing, and ensure enhancements of systems and integrations run accurately and efficiently
Provide business support for applications, escalating issues as appropriate and monitoring escalations for timely resolution
Configure, monitor, report, and audit automated processes including outbound calling campaigns, email, and other communication channels to ensure systems and processes perform as expected and adhere to SLA agreements, State/Federal laws, regulations, and Customer Experience expectations.
Requirements
Proven experience in Customer Service, with a strong emphasis on providing exceptional service to clients
Excellent Communication skills, with the ability to clearly and effectively interact with customers and internal teams
Proficient in Documentation and Reporting, able to accurately record and present information as needed
Knowledge of Operations and Planning, with a focus on optimizing business processes
Experience in Planning Processes and Design, demonstrating an ability to strategize and implement effective plans
Comfortable handling Inbound and Outbound Calls, ensuring all customer inquiries and issues are addressed promptly
Familiarity with Audit processes, with a focus on maintaining compliance and identifying areas for improvement
Demonstrated Leadership Skills, with a history of guiding teams to success
Experience in Production and working with Vendors, highlighting an ability to manage external relationships and oversee product creation
Capable of Troubleshooting issues, adept at identifying problems and implementing solutions
Understanding of Regulation and Implementation, with a focus on adhering to industry standards and integrating new processes effectively
Familiarity with Digital platforms and Optimization strategies, demonstrating a knack for improving online engagement and performance
Experience with Agile Scrum methodologies, highlighting an ability to work in fast-paced, iterative environments
Knowledge of Deskside Support, demonstrating an ability to assist employees with technical issues
Experience with Integration and Monitoring Tools, showcasing a proficiency in merging systems and monitoring their performance
Skilled in Campaign Planning, with a focus on developing and implementing effective marketing strategies
Strong Collaboration skills, with a history of working well in team settings
Proficiency with CRM platforms, highlighting an ability to manage customer relationships and data effectively.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
We are offering a long-term contract employment opportunity for a detail-oriented individual in the role of Customer Service Business Operations Support in Allentown, Pennsylvania. In this role, you will primarily serve as the contact point for critical business systems and applications that impact the daily operations of our customer service team. You'll work in collaboration with various teams, managing system configuration, optimization, and change management.
Responsibilities:
Ensure the integration, optimization, and availability of a wide array of systems and applications
Work closely with Product teams to support the design, build, and testing of optimal solutions for systems and applications
Act as the frontline of support for the help desk, recognizing patterns in issues and translating them to developers
Configure, maintain, and govern select business systems, managing access to applications for customer service operations
Document, maintain, and govern configuration files and business system documentation and records
Collaborate with Product and IT teams to perform system maintenance, production incident problem management, and identification of root causes
Aid in the planning, evaluation, and implementation of functionality and features, including but not limited to IVR/ IVA Web email, Chat, SMS, 2-way Text, Speech Analytics, Bots, Agent CRM, Agent tools, and interaction routing strategies
Partner cross-functionally with Business and Product teams to build business application requirements for new systems and features, coordinate system testing, and ensure enhancements of systems and integrations run accurately and efficiently
Provide business support for applications, escalating issues as appropriate and monitoring escalations for timely resolution
Configure, monitor, report, and audit automated processes including outbound calling campaigns, email, and other communication channels to ensure systems and processes perform as expected and adhere to SLA agreements, State/Federal laws, regulations, and Customer Experience expectations.
Requirements
Proven experience in Customer Service, with a strong emphasis on providing exceptional service to clients
Excellent Communication skills, with the ability to clearly and effectively interact with customers and internal teams
Proficient in Documentation and Reporting, able to accurately record and present information as needed
Knowledge of Operations and Planning, with a focus on optimizing business processes
Experience in Planning Processes and Design, demonstrating an ability to strategize and implement effective plans
Comfortable handling Inbound and Outbound Calls, ensuring all customer inquiries and issues are addressed promptly
Familiarity with Audit processes, with a focus on maintaining compliance and identifying areas for improvement
Demonstrated Leadership Skills, with a history of guiding teams to success
Experience in Production and working with Vendors, highlighting an ability to manage external relationships and oversee product creation
Capable of Troubleshooting issues, adept at identifying problems and implementing solutions
Understanding of Regulation and Implementation, with a focus on adhering to industry standards and integrating new processes effectively
Familiarity with Digital platforms and Optimization strategies, demonstrating a knack for improving online engagement and performance
Experience with Agile Scrum methodologies, highlighting an ability to work in fast-paced, iterative environments
Knowledge of Deskside Support, demonstrating an ability to assist employees with technical issues
Experience with Integration and Monitoring Tools, showcasing a proficiency in merging systems and monitoring their performance
Skilled in Campaign Planning, with a focus on developing and implementing effective marketing strategies
Strong Collaboration skills, with a history of working well in team settings
Proficiency with CRM platforms, highlighting an ability to manage customer relationships and data effectively.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.