Junior CRM Administrator

Description

PCG Consulting group is a dynamic and innovative technology-driven organization that partners with health, education, and human services agencies to improve lives. We have partnered with BFF and is looking for a Junior CRM Administrator to join our team. 

We are seeking a Junior CRM Administrator with a blend of project management skills and dialer experience, ideally from a call center environment. This role will be responsible for maintaining and optimizing our Customer Relationship Management (CRM) system, overseeing projects related to client onboarding, and ensuring the efficient operation of our dialer systems. The ideal candidate will possess strong technical skills, excellent communication abilities, and a proactive approach to problem-solving. 

Responsibilities: 

1. CRM Administration: 

• Manage and administer the CRM system, including user access and setup, data integrity, and ETL profile creation. 
• Customize and configure new client setups, dashboards, and reports to support business requirements. 
• Provide user training and support to ensure effective utilization of the CRM platform. 
• Monitor system performance and troubleshoot issues as they arise. 

2. Project Management: 

• Lead projects related to client onboarding and dialer integration. 
• Collaborate with stakeholders to gather requirements, define project scope, and develop project plans. 
• Coordinate project tasks, timelines, and resources to ensure successful project delivery. 
• Manage the application team's deliverables for client engagements. 
• Communicate project status updates and escalate issues as needed. 

3. Dialer Management: 

• Oversee the configuration, maintenance, and optimization of dialer systems. 
• Manage and administer the dialer system, including user access and setup. 
• Develop and maintain dialer scripts and campaigns to support outbound/inbound calling initiatives. 
• Monitor dialer performance and implement strategies to improve efficiency and productivity, troubleshooting issues as they arise. 
• Manage vendor relationships with the dialer vendor. 
• Ensure compliance with regulatory requirements related to outbound calling activities. 

4. Data Analysis and Reporting: 

• Analyze CRM data to identify trends, opportunities, and areas for improvement. 
• Generate and distribute reports on key performance metrics related to CRM usage and dialer operations. 
• Provide insights and recommendations based on data analysis to drive business decisions. 

5. Documentation and Training: 

• Document CRM configurations, processes, and best practices for reference and training purposes. 
• Develop training materials and conduct training sessions for end-users on CRM and dialer functionality and best practices. 
• Keep abreast of industry trends and best practices in CRM and dialer administration and project management. 

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or a related field. 
• 1-2 years of experience in CRM administration, preferably with Interprose Ace or a similar CRM platform. 
• 2+ years of experience with SaaS dialer solutions (LiveVox, TCN, MyCall Cloud, etc.). 
• Proven experience in project management, with the ability to manage multiple projects simultaneously. 
• Familiarity with dialer systems and experience in dialer administration within a call center environment. 
• Strong analytical skills with the ability to interpret data and generate actionable insights. 
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. 
• Proactive mindset with a strong attention to detail and a focus on delivering results. 
• Proficient in SQL and SQL report writing, Excel, and JavaScript.