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Social Care Consultant

Job Title
Social Care Consultant
Job ID
27051992
Duration
12-18 Months
Location
Long Island City,  NY
Other Location
Description

C2G Partners is currently seeking a Social Care Consultant who is an expert in Sprinklr.  This position is onsite for our financial services client for 12-18 months. 

Job Description:

  • Champion our social care standards and ensure appropriate KPIs are developed for customer servicing interactions, aligning to our Brand in order to increase first contact and issue resolution in the social channel.
  • Serve as the Sprinklr expert within the social servicing team
  • Work closely with Sprinklr to map out the current social customer service implementation including monitoring filters, workflow model and tagging methodology
  • Help to identify workflow optimization, channel expansion capabilities and other feature enhancement opportunities; manage the implementation of changes with Sprinklr
  • Contribute to designing and developing customer experience process improvements
  • Manage feature enhancements and tool requirement timelines


Objectives: To support the social care strategy to realign and upgrade the social care platform workflow automation and optimization

Required Skills:

  • Minimum 5-7 years of Business, Social Care and Customer Engagement experience
  • Minimum of 2-3 years of experience in Sprinklr
  • Operations – background in developing and implementing operational and process improvements in customer facing teams
  • Organized – ability to work with multiple team members at one and keep resolution of pain points on track
  • Analytical – ability to use insights from agent feedback, customer research and data to drive decisions around design and improvements; ability to problem solve to manage through ambiguity and complexity
  • Exceptional Excel and PowerPoint skills for tracking and reporting
  • Relationship management, interpersonal, and organizational skills a plus
  • Strong communication skills – written and verbal
  • Proactive and responsive – self-starter who can work collaboratively to achieve results