Chat Administrator

Position Summary

The Chat Administrator is responsible for administration of the Salesforce AI Chat and Live Agent Chat Platform.  This role will be responsible for the strategies, implementation, and optimization of the chat platforms to provide a world-class student experience.     The Chat Administrator designs processes, communication flows, and live handoff from AI Chat to Live Agent Chat.   The Chat Administrator consistently tests, analyzes, and reviews automated "bot" strategy outcomes, conversion KPI's, and prospective student lifecycle metrics, to make improvements.  The Chat Administrator will be improving the bot process design, integrating chat with other Salesforce systems,, optimizing the engagement strategy to deliver world-class student outcomes.

Essential Functions:

• Chat Best Practices Deliver a chat experience on our website and landing pages that is best in class
• Deliver a chat bot experience that enables students to self serve
• Deliver a chat bot experience that automates complex and personalized actions
• Collaborate cross-functionally to expand the use cases of our chatbot across our entire student journey
• Continually test, and improve the student experience through the chat platforms
• Analyze chat agents and chatbot conversations to improve the chat experience

SalesForce Chat Platforms

• Operate within the Salesforce Chat Platforms and follow best practices
• Integrate the Salesforce Chat platforms with other Salesforce systems for a seamless student experience
• Knowledge in Salesforce chat configuration and customization
• Become a subject matter expert on Salesforce AI Chat and Live Agent for the organization

Reporting/Performance Management:

• Develop and utilize Salesforce AI Bot and Live Agent chat reporting
• Develop reporting on the Key Performance Indicators of Salesforce AI Bot and Live Agent Chat
• Utilize data to make optimizations  to increase conversion rates through the student journey
• Provide regular reporting to Leadership and Stakeholders on chat performance

Supervisory Responsibilities:This position has no supervisory responsibilities.

Requirements:

Education & Experience:

• Bachelor's degree in business administration, information technology, computer science, or relevant field. 
• 3-5 years chat experience performing the duties of; chat strategy, chat deployments, chat administration, chat reporting, chat testing, and chat customer service.  Experience with admissions, enrollment and online delivery strongly preferred.
• Experience creating User Interface / User Experience designs for web and mobile preferred
• Strong analytical skills: Perform detailed analysis of performance and trends to provide insight and recommendations
• Demonstrated experience in stakeholder management, building partnerships and managing and interacting with clients and internal stakeholders of different levels
• Experience in higher education preferred
• Experience working in a technology-driven enterprise preferred
• All skills, abilities and education will be considered for minimum qualifications.

Competencies/Technical/Functional Skills:

• Attention to detail, highly organized, and ability to execute multiple initiatives against arduous time constraints.
• Ability to work in a team-oriented environment.  Culture is what drives us.
• Ability to problem solve and create unique solutions.
• Ability to communicate clearly to a variety of constituents in both oral and written communication.
• Proficiency with reporting and analysis tools (e.g., MS Excel, etc.) required.
• Bot UAT/Regression testing during deployments.
• Chatbot and Live Agent internal user support

Travel: No travel required

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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate's qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University's total rewards package, as we are dedicated to supporting the needs of the "whole you" with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:

Annual Salary: $73,535.00 - $84,480.00

National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

National University offers an opportunity to work in an innovative environment that supports diversity.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a diverse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.