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Specialist, Customer Relations (Dunkin' and Baskin Robbins)

Company: Inspire Brands
Location: Canton
Posted on: November 26, 2022

Job Description:

Write conversational flows and maintain the integration between customer-facing chatbot and internal Knowledge Base. Maintain the article content in the Knowledge Base being used by the Dunkin' and Baskin Robbins customer care team.

Duties and Responsibilities

Manage integration between chatbot interface and Salesforce ServiceCloud CRM and Knowledge Base.
Build and maintain effective chat dialog that captures and returns accurate guest information.
Write and publish support articles in the Customer Service knowledge base, including but not limited to articles on product and promotional details, loyalty account management, and mobile app user experience.
Create and maintain content in Knowledge articles for 24-7 access by customers. Establish a consistent, user-friendly format for use across all types of knowledge articles.
Train and become proficient to help process emails and monitor live chat during times it is needed.
Create and run reports in Salesforce Service Cloud analyzing past and current data, offering suggestions on how to improve. Research and understand the customer experience for customers of Dunkin' restaurants.
Understand the day-to-day workflow of customer support representatives through the Salesforce Service Cloud CRM platform.
Work cross-functionally with subject matter experts to capture complete, up-to-date information.

Education Qualifications

Bachelor's degree
Technical Writing or Computer Science a Plus

Experience Qualifications

2+ years experience working directly in a knowledge management capacity using
Knowledge Management platforms to manage, create, curate and maintain content is required

Required Knowledge, Skills, or Abilities

Basic understanding of HTML required
Experience working in Conversational Design and/or KM platforms that support AI functions (Chat Bot, Virtual Assistance, etc.), content management/collaboration software systems
Knowledge Management (KM) and/or Knowledge-Centered Service (KCS) certification a plus
In depth understanding of content management and content strategy principles
Excellent writing and communication skills; the ability to write clearly, concisely and ensure consistency across all content
Strategic and creative thinker, with extraordinary attention to detail
Understanding of client/server, Web-based and mobile platform technologies
Adept at using Microsoft Office
Proven ability of collaborating with others
Superior confidentiality, communication, relationship-building skills
An energetic team player with a positive attitude, excellent work ethic and ability to work under pressure%27209498%

Keywords: Inspire Brands, Boston , Specialist, Customer Relations (Dunkin' and Baskin Robbins), Other , Canton, Massachusetts

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