Service Cloud Administrator

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Today, our 700+ team members across the globe are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

HHAeXchange is searching for a Salesforce Service Cloud Administrator to join our team. This person will report to the Director, Revenue Systems and will be responsible for managing and optimizing our Salesforce Service Cloud environment to enhance customer service operations. This role involves configuring, customizing, and maintaining Salesforce Service Cloud, Omni-Channel, and Experience Cloud, ensuring it meets the needs of our service team and supports our customer engagement strategies.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• System Administration:
• Configure and customize Salesforce Service Cloud to meet business requirements.
• Manage user setup, profiles, roles, and permissions.
• Maintain data integrity by performing regular data audits and managing data import/export activities.
• Support & Troubleshooting:
• Provide end-user support and troubleshooting for Service Cloud-related issues.
• Develop and maintain documentation and user guides for Salesforce processes.
• Configuration & Customization:
• Create and manage custom objects, fields, and workflows.
• Design and configure automation processes via Flow builder.
• Develop reports and dashboards to monitor service performance and track key metrics.
• Integration & Enhancement:
• Collaborate with other teams to integrate Salesforce Service Cloud with other systems and platforms.
• Stay updated with Salesforce releases and features, implementing relevant enhancements.
• Training & Development:
• Train and support end-users on Salesforce Service Cloud best practices and new features.
• Create documentation or training content and conduct user training sessions.
• Maintain a catalog of process documentation, identifying key risks and testing requirements to ensure releases do not negatively impact another area or process.
• Compliance & Security:
• Ensure Salesforce Service Cloud complies with data protection regulations and internal security policies.
• Monitor system performance and implement improvements as needed.
• Perform gap analysis to better optimize systems and processes to suit end-user needs.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• Salesforce Administrator or Salesforce Service Cloud Consultant certification required[GH1] 
• At least 2 years’ experience providing Admin level support to a Salesforce environment with Service Cloud
• Minimum of 3 years’ experience on the Salesforce platform in an administrative capacity with proven expertise in Salesforce configuration and customization using declarative and low-code techniques
• Hands-on experience with Salesforce configuration, customization, and administration
• Strong knowledge of Salesforce Service Cloud features and functionality.
• Proficiency in creating reports, dashboards, and custom objects.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills and the ability to train and support users.
• Ability to work independently and as part of a team.
• Familiarity with Salesforce development (Apex, Visualforce) is a plus.
• Knowledge of industry best practices and emerging trends in CRM and customer service technologies.

The base salary range for this US-based, full-time, and exempt position is $100,000-120,000/yr, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.