About Walker Advertising
Since 1984, Walker Advertising has bridged the gap between a law firm's need to grow and an underserved community's need for trustworthy legal services. Our teams lead with empathy and without ego to serve others through integrity and trust. We dare to think differently and work to consistently raise the bar, creating a workplace environment based on respect.
We believe that our employees are not just numbers; they are people. People with families and lives outside of work. We understand that a career is just one piece of the puzzle that makes people successful, happy individuals. That's why as we grow our teams, we focus on the whole person.
About the role
As a Call Flow Developer, you will play a crucial role in optimizing our call center operations by creating and maintaining interactive guides that streamline agent interactions and improve customer satisfaction. You will work closely with our team to design, test, and implement call flows that effectively guide agents through various scenarios, ensuring efficient call handling and accurate routing.
What you'll do
- Develop, maintain, and support call center call flows.
- Conduct thorough scenario testing on new and revised call flows.
- Monitor post-implementation performance of call flows to identify and resolve issues.
- Troubleshoot and investigate unexpected lead outcomes.
- Analyze call intake interviews to identify call flow shortcomings.
- Review and recommend solutions for new business requests related to call flows.
- Contribute to the development of new concepts and techniques for continuous call flow improvement.
- Assist with documenting changes to call flows.
- Automate call flow testing using AI agents that can simulate various customer scenarios and identify potential issues.
- Provide proactive feedback by analyzing call metrics and customer feedback to identify areas for improvement.
- Develop data-driven insights to recommend process optimizations.
- Collaborate with cross-functional teams to gather requirements and ensure seamless integration of call flows.
- Take ownership of call flow development, from initial design to implementation and testing.
- Ensure that call flows meet quality standards and align with business objectives.
- Implement change management practices, including version control and effective communication.
Qualifications
- Minimum of 2 years of hands-on experience with Microsoft SQL Server, including proficiency in writing complex SQL queries, stored procedures, functions, and triggers. Demonstrated ability to optimize SQL queries for performance and efficiency.
- Proficiency in MS Office Suite, especially Excel. Knowledge of Visio is a plus.
- Excellent interpersonal, organizational, analytical, and critical thinking skills.
- Strong problem-solving skills with the ability to troubleshoot and resolve technical issues.
- Meticulous attention to detail and accuracy in data analysis and system maintenance.
- Ability to work independently and multi-task to meet deadlines.
- Strong work ethic and a willingness to take initiative.
- Bilingual (English/Spanish) is a plus.
Benefits/Perks
- 3 Weeks Paid Time Off
- 12 Weeks of Guaranteed Paid Parental Leave
- Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)
- 401(k) Retirement Savings Plan
- Wellness Initiatives/Employee Assistance Program
- Rewards and Recognition Programs
- Career Development Opportunities
Pay Range
Starting at 70k base salary per year plus 10% annual bonus (Remote - United States)