CRM Administrator, Customer Experience (Seasonal)

Global Sports Jobs Limited; New York (NY); On-site; USD 37,000 - 51,000; Full time

Job summary

Major League Baseball (MLB) is seeking a CRM & CX Tools Administrator to support Salesforce Service Cloud and Zoom Contact Centre. You will streamline workflows, build reports, and ensure the customer service team has the tools to deliver fast, consistent support.

Based on site in New York City, you will configure case routing, manage users, train staff, and collaborate with IT to implement automation. Salary ranges $27–$37 per hour and a customer‑first culture.

Qualifications

• 1-2 years experience as a Systems Administrator.

Responsibilities

• Serve as the Salesforce Service Cloud and ZCC subject matter expert.

Skills

Analytical thinking

Communication skills

Customer focus

Training & mentoring

Problem solving

Tools

Salesforce Service Cloud

Zoom Contact Centre

Salesforce Administrator certification

Job description

About the Role

The role is for a CRM & CX Tools Administrator supporting platforms including Salesforce Service Cloud and Zoom Contact Centre (ZCC). The position involves streamlining workflows, delivering actionable analytics, and ensuring the customer service team has the tools needed to provide fast, consistent, high-quality support.

Key Responsibilities

• Serve as the Salesforce Service Cloud and ZCC subject matter expert
• Configure and maintain case management workflows, queues, escalation rules, and KPIs
• Manage users, roles, profiles, permissions, and security settings
• Build and optimise reports and dashboards to monitor agent performance, case volume, and key KPIs
• Provide real-time troubleshooting and support
• Maintain data integrity and perform routine audits and clean-up
• Train new and existing team members on Salesforce and ZCC functionality and best practices
• Collaborate with IT and operations teams to identify system enhancements and automation opportunities
• Stay current on Salesforce Service Cloud and ZCC updates and recommend improvements

Required Experience & Qualifications

• 1-2 years of experience as a Systems Administrator
• Salesforce Administrator certification
• Solid understanding of contact centre processes and KPIs
• Experience configuring case routing, email-to-case, live agent/chat, and knowledge base
• Ability to create effective reports and dashboards that support decision-making
• Strong analytical and communication skills
• Comfortable working in a fast-paced, customer-first environment
• Experience with API integrations and telephony tools (e.g., Amazon Connect, Five9, Genesys, ZCC)
• Knowledge of Omni-Channel, Macros, Agentforce and Einstein Bots
• Familiarity with customer feedback tools, CSAT, or QA workflows

Preferred Skills

• Experience with Salesforce Service Cloud and Zoom Contact Centre (strong plus)
• Service Cloud Consultant certification
• Experience building public-facing support sites within Salesforce

Workplace

• On-site in New York City during designated hours

Salary

• $27.00 - $37.00 Per hour

About the Company

Employees love working at MLB because of the culture of growth, teamwork, and professionalism, and those who are most successful take initiative, identify problems, provide solutions, and always put the team first.