Systems & Methods, Inc. (SMI MGMT)
SMI is one of the most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the Extra Mile. With over 50 years as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement while remaining competitive in terms of compensation and benefits. We are multi-state operation and administrative private company with a staff of over 650 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry and expect continued innovation. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.
Key Functions/ Basic Duties:
Participates in the development and utilization of reporting and support tools. Prepares ad hoc reporting as directed by VP Card Services and Director, Customer Service.
Analyze key call center reporting to determine ways to reduce incoming call volume.
Review Enlighten XO reporting and work with Customer Service to create new intents/ use cases to increase capture rates within the IVA.
Assists in building workflows and job requirements for new projects.
Build voice and text IVA scripts to provide an optimal customer experience.
Additional Duties:
Ability To:
Understand and write basic code (any language; Python preferred).
Work comfortably with drag-and-drop scripting applications.
Strong organizational skills, in particular, an attention to detail and the ability to prepare reports in a timely and effective manner.
Strong verbal and written communication skills.
Other duties as assigned.
Education and/ or Experience:
Two years' customer service experience, or equivalent.
Experience with Artificial Intelligence applications preferred.
Language Skills:
Fluent in English
Computer Skills:
Proficient in all Microsoft Office Applications
Strong Excel
Familiarity working with code editors a plus
SMI offers employees great insurance, a 401(K) plan, HSA/Flexible Spending Account, paid holidays/paid time off, and profit-sharing.
To learn more about the SMI Culture, please visit our website: https://www.smi-inc.com/family/culture
We are an Equal Opportunity Employer.We are a Drug-Free Workplace.