Position Overview:

The Architected Customer Service Specialist is responsible for designing, implementing, and optimizing customer service processes and systems to ensure an efficient and seamless experience for our customers. This role requires a combination of strategic thinking, technical expertise, and strong interpersonal skills to architect solutions that meet the evolving needs of our customers and business objectives.

Duties and responsibilities:

• Collaborate with cross-functional teams to understand customer service requirements and identify opportunities for improvement.
• Design and develop customer service processes, workflows, and systems, leveraging best practices and technology solutions.
• Implement and configure customer service platforms, such as CRM software, ticketing systems, chatbots, and knowledge bases.
• Analyze customer service metrics and feedback to identify trends, insights, and areas for optimization.
• Develop and deliver training programs for customer service teams to ensure proficiency with new processes and systems.
• Partner with IT and other stakeholders to integrate customer service solutions with existing systems and infrastructure.
• Stay informed about industry trends, emerging technologies, and best practices in customer service architecture.
• Continuously monitor and refine customer service processes and systems to drive efficiency, productivity, and customer satisfaction.
• Provide technical support and guidance to customer service teams as needed.
• Act as a liaison between customer service and other departments to facilitate communication and collaboration.