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Implementation Specialist in Jacksonville, Florida at One Call

Date: 4/20/2019

Job Snapshot

Job Description

Implementation Specialist
The Implementation Specialist is a professional level position that is often a mentorship position. Implementation Specialists have the opportunity to learn from senior leadership and form a strong foundation on the management of the various functional areas for Implementation with an understanding of how to move implementation requests forward in a collaborative and effective manner within the enterprise. 

GENERAL DUTIES & RESPONSIBILITIES:

• Assists management with developing a framework for the entire organization to plan for the effective onboarding of customer requirements and expectations
• Helps refine the mechanism to capture requests from Sales (on behalf of the customer)
• Understands the differences between an effective and ineffective request; works to vet the request with the sales team in order to effectively identify the pain point that is to be solved for the customer
• Develop process improvements
• Creates and shares outcomes data on TAT’s to identify area’s in need of TAT improvement and the steps we will take to make improvements
• Analyze data and constantly search for new ways to improve how Enterprise Implementations works with the Enterprise
• May assist with and coordinate training requested for new One Call EI and Sales staff
• May perform light task management, research, customer support,  SFDC case entry
• Performs tasks assigned by management

EDUCATIONAL REQUIREMENTS:

High school diploma or G.E.D. required. Prior experience as an account manager, project management assistant or has served in customer service representative role is desired. 

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• General understanding of the full range of One Call’s products and services
• Excellent communication skills both verbal and written for interpersonal communication and collaborative management
• Displays decision making abilities and strong business judgment
• Strong ability to create and develop professional relationships with internal and external customers
• Ability to respond effectively to the most sensitive inquiries or complaints
• Must thrive in a fast paced environment and be able to work independently and as a member of a team
• Must have the ability to work after hours and weekends if necessary

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENTS:

• For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear
• For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear
• The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height).
• Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus
• The work environment utilizes florescent lighting; noise level is moderate
• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload
• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position
• Please be advised the job description is subject to change at any time