Kforce has a client that is seeking a Senior Customer Service Specialist/Analyst in Coral Gables, FL. Job Summary: The ideal candidate will have a strong background in Salesforce solutions, case management, and writing requirements for creating cases. This role involves working closely with back-office employees to resolve exceptions, developing requirements to optimize exception handling, and identifying process improvements to reduce or eliminate exceptions. Key Responsibilities: * Develop Functional Requirements Documents (FRDs) for Salesforce solutions * Manage case creation and case management within Salesforce * Collaborate with back-office employees to resolve exceptions and document solutions in Salesforce * Develop and refine requirements for optimizing exception handling processes * Work with SAP to identify and address exceptions before billing customers * Optimize logic to catch true issues and prevent customers from finding errors * Identify and implement process improvements to reduce or eliminate exceptions * Support testing and hypercare phases of the project * Translate business requirements into technical specifications for development teams * Ensure the solution reflects the best future state for the organization