Job Description

Customer Relations Specialist - Junior 
Location: San Antonio–New Braunfels, TX
Work Arrangement: Onsite
Contract Length: 12 Months + contract 
Rtae: 17.50/HR

Position Summary

We are seeking a detail-oriented Customer Relations Specialist to support internal Contact Center operations through data management, workforce scheduling, request processing, and reporting.

This is not a front-line customer service role. The position primarily supports Contact Center leaders and employees by maintaining accurate workforce information, processing requests, and ensuring work is completed efficiently and accurately.

Key Responsibilities

• Process and track incoming requests through SharePoint.
• Maintain accurate employee and workforce information.
• Use Microsoft Excel to maintain spreadsheets, organize data, and perform basic data analysis.
• Access and update employee schedules, phone skills, and agent information within a Workforce Management (WFM) platform.
• Perform routine data maintenance and quality checks.
• Track requests from intake through completion.
• Manage multiple tasks and requests in a fast-paced environment.
• Communicate with internal Contact Center leaders and employees through Microsoft Outlook.
• Identify and correct data discrepancies.
• Maintain accurate records and documentation.
• Follow established processes and procedures while working independently.
• Support daily workforce management and Contact Center operations.

Required Qualifications

• Basic data analysis and spreadsheet skills.
• Strong Microsoft Excel skills.
• Excellent attention to detail and data accuracy.
• Ability to manage multiple tasks efficiently.
• Strong organizational and time-management skills.
• Ability to work independently in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to work effectively with internal stakeholders.

Required Technology Skills

• Microsoft Excel
• Workforce Management (WFM) platforms
• SharePoint
• Microsoft Outlook

Preferred Qualifications

• Experience with NICE IEX or a similar WFM platform.
• Experience maintaining employee schedules, phone skills, or workforce data.
• Contact Center operations experience.
• Workforce management or scheduling experience.
• Data administration or operations support experience.
• Experience processing high-volume requests and maintaining accurate records.

Ideal Candidate

The ideal candidate is highly organized, detail-oriented, and comfortable working with data. They should be able to manage multiple requests, maintain accurate spreadsheets and workforce information, and consistently follow established processes.

Candidates with NICE IEX, WFM, scheduling, Contact Center operations, data maintenance, or workforce administration experience are strongly preferred.

Important: This position is not primarily customer-facing. Customer interactions are limited to internal Contact Center leaders and employees.