Senior Salesforce Service Cloud Administrator

Who We Are Looking For

We are seeking a Salesforce Service Cloud Administrator to manage, configure, and optimize our Salesforce Service Cloud environment. This role is critical to ensuring the efficiency and scalability of our customer support and service processes while enhancing the overall experience for both agents and customers. The ideal candidate is a Salesforce expert with a deep understanding of Service Cloud capabilities, technical skills, and the ability to deliver tailored solutions in alignment with business objectives.

What You’ll Be Doing As A Part of Our Team

• Design and manage case management workflows, service entitlements, and escalation rules within Salesforce Service Cloud.
• Configure and optimize Service Cloud features, including Omni-Channel, Service Console, Knowledge Base, and Email-to-Case.
• Maintain user profiles, roles, and security settings to ensure appropriate access and data integrity.
• Implement and manage Service Level Agreements (SLAs) and milestones within Salesforce.
• Integrate Service Cloud with other Salesforce modules such as Sales Cloud and Experience Cloud.
• Leverage Salesforce automation tools like Flows, Process Builder, and Approval Processes to streamline customer support workflows.
• Implement advanced features such as AI-powered Einstein Bots, Case Routing, and Agent Assist to enhance productivity.
• Partner with Customer Support, IT, and other cross-functional teams to identify pain points and implement scalable solutions.
• Analyze business requirements and translate them into technical configurations that align with organizational goals.
• Ensure data accuracy through regular data cleansing and validation processes.
• Monitor and implement updates from Salesforce seasonal releases related to Service Cloud.
• Troubleshoot and resolve Service Cloud issues to ensure uninterrupted operations.
• Provide training and support for Service Cloud features, enabling users to maximize productivity.
• Serve as a subject matter expert for Service Cloud best practices and functionality.
  
  

What You Should Have To Qualify

• 3+ years of hands-on Salesforce Service Cloud experience.
• 3+ years of hands-on Salesforce Service Cloud experience.
• Extensive experience as a Salesforce Administrator with a focus on Service Cloud and Experience Cloud.
• Strong understanding of case management workflows, omni-channel, chat, customer service processes, and SLA configurations.
• Proficiency with Salesforce automation tools (ex. Flows).
• Experience implementing and managing Knowledge Base and AI features.
• Certifications: Salesforce Certified Service Cloud Consultant, Salesforce Certified Administrator, Salesforce Certified Advanced Administrator.
  
  

Ideally, You Would Also Have These

• Bachelor’s degree in Information Systems, Business, or a related field.
• An understanding of typical Case product defect integration workflows with Jira.
• Familiarity with CTI integration tools such as Five9 or other telephony systems.
• Experience with Salesforce Experience Cloud for customer portals or communities.
  
  

Culture is at our Core

• Service: Create Raving Fans
• Accountability: F Up; Own Up
• Attitude: Possess True Grit
• Personality: Be Minty
• Work Ethic: Be Rock Solid
• Community Outreach: Give Back
• Health and Wellness: Live Better
• Resource Efficiency: Do Más With Menos
  
  

About Us

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.

Company Perks

• Ample Time Off for fun and rest
• Work from nearly anywhere in the US
• Time Off to make an impact through volunteering
• Multiple Employee Resource Groups (ERGs)
• Health, Dental, Vision, 401k, HSA, any many other benefits
• Authenticity and Acceptance
  
  

At WebPT, we're dedicated to fair and competitive compensation based upon our industry peer benchmarks. While job postings offer a pay range as a general reference, the final offer depends on candidate qualifications and experience. Our aim is to provide equitable compensation that recognizes your unique skills and contributions. During interviews, we'll discuss your qualifications and expectations, striving for a competitive and fair offer. The initial hiring range for this position is: $97,400 - $135,000.

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you're a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you'll fit right in. We've got big plans, but we can't achieve them without you. Join us, and let's achieve greatness.