Sr. Salesforce Functional - Field Service - Hancock Claims Consultants

HANCOCK CLAIMS CONSULTANTS: 

Come join the winning team at Hancock Claims Consultants! Why Hancock? We are an energetic organization looking for management who will bring strong leadership presence both internally and externally in support of our innovative strategic planning, consistent review & coaching of personnel, and stability for our carrier partners. 

We have real industry knowledge from our beginnings as a contracting company founded in Atlanta, Georgia in 2003. Through our successes in the field, we received an invitation to pilot a program for an insurance carrier’s ladder assist program in 2004, providing higher and steeper access and storm damage assessment on their behalf. By 2008, we made the decision to stop all contracting work and begin to offer our services to meet the specialized needs of the insurance industry without any conflict of interest. At Hancock, we are committed to the insurance industry’s evolving needs and that dedication to teamwork has earned us recognition as the premier national ladder assist company. 

Position Purpose: 

We are seeking a Salesforce Cloud Professionals to work with the business process and development teams to design, implement and deploy Salesforce Cloud applications to a wide variety of clients at the enterprise level. You'll define business requirements and develop functional designs to create and effectively demonstrate solutions that address Hancock’s requirements. You'll facilitate solution design trade off sessions that evaluate potential design options and balance business value against the cost of development and ongoing maintenance effort. You'll need to have an understanding of Contact Centers and/or Field Service and the key operational metrics and performance indicators used to manage a Customer Service environment. You'll use your knowledge of other key technology enablers used within a Customer Service environment such as Computer Telephony Integration, Portal self-service, Knowledge or Case Management, to define complete solutions for Hancock. 

Essential Duties and Responsibilities: 

• Contributing to teams on Service Cloud engagements, spanning the standard project lifecycle from strategy/visioning through implementation/post-implementation support with responsibilities across business and technical work streams. 

• Hands-on Configuration of Salesforce Service Cloud, FSM, Experience Cloud, Sales Cloud platforms. 

• Driving collaborative Customer Service business process, business requirements and functional design discussions with Hancock Business Teams, focusing on business value to make real-time design decisions 

• Supporting change management and business readiness activities to deploy Service Cloud, Field Service Lighting and/or Communities to end users 

• Manage functional project team members. 

• Running workshops, working closely with the Business teams, able to talk about tradeoffs e.g. terms of config vs code. 

• Mapping functional requirements to Salesforce Service Cloud features and functionality. 

• Disseminating leading practices on customer service processes and solutions 

• Mentor other team members in customer service processes and Salesforce.com Service Cloud technology. 

Qualifications: 

• Bachelors in Computer Science, Engineering or related field with 7 years of CRM experience or Masters plus 5 years of CRM Experience. 

• Minimum of 3 years of Contact Center, Customer Service and/or Field Service experience 

• Minimum of 3 years of experience in Salesforce.com with a focus on Service Cloud and/or Field Service Lightning 

• Minimum of 2 years of requirements gathering and design experience, including process mapping and gap analysis. 

• Minimum of 2 years of functional understanding of leading CRM and Customer Service technologies including Salesforce.com, SAP, Oracle, Siebel etc. 

• Salesforce Certifications, including Service Cloud 

• Well-rounded in both functional and technical aspects of a CRM engagement. 

• Excellent communication and presentation skills. 

• Combination of business analysis and technology implementation experience. 

• Ability to adapt to a dynamic work environment and be creative within a team. 

Preferences: 

• Proven ability to build, work in, and foster a team-oriented environment. 

• Proven ability to work creatively and analytically in a problem-solving environment Desire to work in an information systems environment. 

• Excellent communication (written and oral) and interpersonal skills. 

• Excellent leadership and management skills. 

• Familiarity with Agile Scrum Projects and Atlassian Suite of Tools- JIRA, Confluence  

Work Schedule:   

• Mondays thru Fridays, 9:00am to 6:00pm (approximate) 

• The schedule may change according to business operational needs to include weekend hours 

• Remote but must be able to work standard EST/EDT hours between 8 am- 5 pm every weekday.  

Environmental Factors: 

• Work is performed indoors in a typical office environment 

• Possibility of travel to locations outside of the office environment 

Physical Skills and Abilities: 

• Ability to stand, walk, and manipulate (lift, carry, move) light to medium weights of 10 to 50 pounds 

• Ability to bend, squat, and reach above shoulders 

• Hand-eye coordination, arm, hand, and finger dexterity including ability to grasp and operate equipment 

• Visual acuity to use a keyboard, operate equipment, and read technical information 
  
  
  Company Conformance Statement: 

In the performance of their respective tasks and duties all employees are expected to conform to the following: 

• Perform quality work within deadlines with or without direct supervision. 

• Interact professionally with other employees, customers, independent roof inspection subcontractors and suppliers. 

• Work effectively as a team contributor on all assignments. 

• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations 

Disclaimer: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice. 

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