WORKFLOW COORDINATOR (INTERNAL ONLY) at FluentStream

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Roles and Responsibilities

The Workflow Coordinator( WFC) position is a critical role to the success of FluentStream. As the WFC you are responsible for managing all incoming Customer Support requests and assigning those requests to the appropriate Streamer.  Company SLA will be your roadmap to help you decide which Streamer the request is to be assigned. In addition you are responsible for the accuracy of data within each request for example Account Info, Contact info, Case severity, Case product and Case reason. As the WFC your main daily responsibilities will be to monitor the team’s active pipelines, re-assigning cases as necessary to maintain SLAs.  

Requirements to be considered

  • Must be a T2 
  • Attendance is critical in this role. You must have displayed consistent and regular attendance.
  • Track record of problem solving and critical decision making skills
  • Track record of Excellent customer service -putting the customer first
  • You cannot be on an active final written warning within the last 6 months

Phone Duties

  • Log in to the Intake Queue at the beginning of your shift 
  • Answer any incoming call to you within 10 sec
  • Gather the information about the customer and look them up in Service Cloud to determine the service tier
  • Transfer the call to the appropriate queue using a feature code
  • Monitor Live Manager and Insights assuring the phone SLA across all queue are being meet
  • Manage staffing as needed to best maintain SLAs

Case Duties

  • Sign into Omni Channel 
  • Assign a case and case severity based on current caseload of agents
  • Escalate cases as needed
  • Check deputy to see who is out for the day on the schedule 
  • Reassign/work cases in lieu of people who are absent 
  • Merge cases as needed
  • Mark cases as Spam if necessary
  • Monitor case loads intraday and move cases and necessary
  • Manage caseloads and staffing as needed to maintain SLAs

Other Duties

  • Communicate with Support leadership as necessary to maintain SLAs
  • Identify patterns in cases and communicate immediately (example: an outage)
  • Assist the Support team when needed to maintain SLAs
  • Identify process improvements
  • Follow up with customers as required

Tools to use
Salesforce Dashboard of seeing who has cases and how many of which severity/service tier
Insights to see who is in the queue
Live Manager to monitor the Streamers
Deputy to evaluate daily rosters

Compensation: $21.50/hr.

Anticipated Work Schedule: There are two (2) openings for this position.  Each person will be assigned to one of the two following shifts

  • 6:00am – 2:30pm MST
  • 9:30am – 6:00pm MST
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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • typescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • CouchDatabases
    • SalesforceCRM

Location

We are a fully remote distributed workforce with employees all over the United States.

An Insider's view of FluentStream

What’s the vibe like in the office?

At FluentStream, we have a unique culture that is unrivaled. Doughnut Fridays, bagel Mondays, and catered lunches are just the start of the coolness. Happy hours bi-weekly offer a chance to hang out outside of the office. In addition to company outings, there is always a collection of cute dogs that spread joy around the office.

Julian

Client Support Manager

How do you collaborate with other teams in the company?

We work closely with our product development team to address customer's issues they call us about and make the product work even better for them. We partner with our Voice Engineering team to brainstorm and problem solve when technical issues come up. Both teams are always willing to hear our ideas and suggestions!

Marcus

Client Support Rep

How does your team reward individual success?

Here, the people come first! We constantly recognize those who go above and beyond in their day-to-day duties. We take time to recognize our peers with employee generated shutouts where recipients can receive perks like Amazon gift cards, six packs of beer, a test drive in our CTO's Tesla and more! We also take pride in our great collaborations!

Brady

Marketing Manager

What are FluentStream Perks + Benefits

FluentStream Benefits Overview

Your passion, flexibility, and commitment to lifelong learning will be greeted with a unique company culture that emphasizes fun as an integral component of delivering world-class products. As a hyper-growth organization we are focused on promoting from within. We invest in your training and development to grow your career! As a fully remote, work from home company, we stay connected with fun virtual events and social Slack channels and allocate time during our Zoom meetings for casual conversation and getting to know one another. We offer medical, dental, vision, 401k, PTO and paid family leave and a generous professional development benefit.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Fun committee to plan outside events
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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