Customer Service Specialist

EPITEC; Peoria (IL); On-site; USD 140,000 - 171,000; Full time

Job summary

A staffing and recruiting firm is looking for a Knowledge and Insight Analyst in Peoria, IL. This role requires developing knowledge articles that support customer and agent experiences. Candidates should have a Bachelor’s degree or 5+ years of relevant experience, with strong skills in customer service and data analysis. This position offers a hybrid work model and an employment type of contract.

Qualifications

• 2+ years in a contact center environment developing knowledge articles.
• Experience analyzing customer behavior data.
• Background in developing effective customer-facing content.

Responsibilities

• Identify knowledge article needs and enhance customer experiences.
• Develop and craft knowledge articles for support environments.
• Lead efforts for digital support and ensure content clarity.

Skills

Customer service background

Data analysis with Power BI

Excellent communication skills

Experience with Salesforce

Interpersonal skills

Education

Bachelor’s degree in Communications or related field

5+ years of relevant experience without degree

Job description

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The Knowledge and Insight Analyst identifies knowledge article needs and drives initiatives that enhance customer and agent experiences. This role is responsible for developing effective templates and crafting customer-facing and agent-facing knowledge articles that support a world-class support environment. The analyst will lead knowledge efforts for digital support and contact center operations, partnering with internal teams and third-party centers to ensure clarity and usability of content.

• Hybrid work model (mix of remote and in-office collaboration)

Education & Experience

• Bachelor’s degree in Communications or a related field and 2+ years of experience in a contact center environment developing knowledge articles
• OR no degree with 5+ years of directly relevant experience

Technical Skills

Required

• Collaborate with team members to build frontline agent processes
• Develop, build, and refresh knowledge articles
• Participate in business meetings as needed
• Analyze customer behavior data and provide actionable recommendations
• Conduct tool testing (Salesforce platform)
• Background in customer service
• Experience analyzing data using Power BI dashboards and/or Google Analytics

Soft Skills

Required

• Excellent verbal and written communication skills
• Strong interpersonal skills
• Internally motivated, proactive, and eager to learn

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Business Development

• Industries

  Staffing and Recruiting

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Peoria, IL $140,000.00-$171,000.00 1 week ago

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