Service Cloud & CRM Admin — Customer Experience Lead

Major League Baseball (MLB); New York (NY); On-site; USD 37,195 - 50,971; Full time

Job summary

Major League Baseball (MLB) is seeking a Systems Administrator in New York City to serve as the Salesforce Service Cloud and Zoom Contact Center subject matter expert. Responsibilities include managing case workflows, optimizing reports, and training team members.

The ideal candidate should have 1-2 years of relevant experience and a Salesforce Administrator certification. Compensation ranges from $27.00 to $37.00 per hour. Candidate must work on-site during designated hours.

Qualifications

• 1-2 years of experience as a Systems Administrator, especially on Service Cloud and Zoom Contact Center.
• Salesforce Administrator certification required; Service Cloud Consultant certification preferred.
• Solid understanding of contact center processes and KPIs.

Responsibilities

• Serve as the Salesforce Service Cloud and ZCC subject matter expert.
• Configure and maintain case management workflows, queues, escalation rules, and KPIs.
• Build and optimize reports and dashboards to monitor agent performance.

Job description

Major League Baseball (MLB) is seeking a Systems Administrator in New York City to serve as the Salesforce Service Cloud and Zoom Contact Center subject matter expert. Responsibilities include managing case workflows, optimizing reports, and training team members.

The ideal candidate should have 1-2 years of relevant experience and a Salesforce Administrator certification. Compensation ranges from $27.00 to $37.00 per hour. Candidate must work on-site during designated hours.