About the Role:

We are looking for a Program Coordinator who has passion for customer service, loves to dive deep into processes and tools and driven by results.  This team member will be responsible for maintaining the technology used by our contact center and back office teams.  Along with owning and reporting success measurements.

You’ll optimize current system workflows as well as identify new solutions that will help scale and drive customer satisfaction and process improvements.  You will maintain our overall system health.  Our vision of being the go-to advisor making aesthetic decisions and purchases easy, personal and trusted will fuel your passion and drive your success. 

In this role you will: 

• Maintain contact center telephony using our current solution (inContact). This includes skills based routing, chat and phone number management, developing screen pop, troubleshooting and resolving performance issues and so much more.  Your goal is to drive increased performance using our technology solutions. 
• Optimizing our current CRM (ZenDesk) to maximize automation, reporting and overall system health.  Ensuring our metrics are easily reportable and real-time. This includes analysis of our contact strategies, response rates and conversion. 
• Work cross functionally with stakeholders within the Customer Operations team as well as Product, IT, BI and others to collaborate, develop customization of our systems and understanding of our customer contacts.  Your customers are both internal and external. 
• Identify process improvement and scaling opportunities by optimizing workflows, skills based routing, etc. 
• Optimize call center schedules in order to achieve service levels and conversion goals. Forecast volumes based on historical patterns and special projects. Develop workforce management strategies. 
• Create regular reporting, telling the story of our success and defining opportunities.  Working with stakeholders on awareness, owning and driving improvements. 
• Research new technology that supports our vision that will drive improvements, customer success and operational efficiencies.

About You:

You are independent, detail-oriented, organized and enjoy working with others across all levels. You are driven by results, embrace change and move fast! You are excited by the idea of supporting a rapidly growing support team with high energy and being a jack of all trades. 

You might be the right fit if you:

• Have 2+ years experience supporting customer-facing teams within a call center environment and have fun with the complexity of it all. 
• Great at solving problems, identifying creative solutions and using data to support your recommendations. 
• Have strong communication and time management skills.  Setting clear expectations and delivering results on-time is critical. 
• Have experience maintaining contact center telephony and CRM’s.  ZenDesk and inContact are a plus! You enjoy being independent, thrive off learning new things and diving into technology. 
• Understanding of application to application interfaces, such as XML, VBA, and REST API is a plus. Basic coding experience, inContact Studio a plus. 
• Successful when troubleshooting production issues in real-time and know when to properly escalate concerns acting with a sense of urgency. Solving problems comes naturally to you. 
• Are motivated by improving the customer experience and driving successful company results. You are a self starter and proactively identify opportunities. 
• Use Excel/Google Sheets and/or data manipulation to tell the story in a way others can absorb.  Not just a raw data dump. Looker experience is a plus. 

Travel: Travel is not anticipated for this role.

Work Environment:

Remote

About RealSelf:

RealSelf.com is the leading consumer destination in the $32B US medical aesthetics market. We make it easy to get the information and deep support needed to make confident purchase decisions. Since 2006 our authentic stories, unbiased ratings, and expert answers from board-certified doctors have helped millions of people explore treatments and decisions that range from laser skin resurfacing to highly considered cosmetic surgery. With the backing of world-class investors we’re growing RealSelf into a global business with a broad range of services. Come join our super talented and passionate team!

Check out our realselflife Instagram account to keep up on company updates and learn more about life at RealSelf.

RealSelf is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.