Self-Service Programs Specialist I (Remote)

American Specialty Health Incorporated (ASH) is seeking a Self\-Service Programs Specialist I to join our Self\-Service Programs department. The Self\-Service Programs Specialist I monitors, improves, and maintains self\-service content, such as generative AI knowledge bases and IVR scripts, to support business goals. The position requires an analytical and/or technical mindset and strong communication skills. The primary goal of the position is to help identify and implement digital self\-service opportunities to increase efficiency across the enterprise. **Remote Worker Guidelines** * Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company\-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed. 100 down/20 up is recommended to support higher quality video meetings. **Hourly Salary Range** American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $21\.22 to $23\.08 Hourly Wage Range. **Responsibilities** * Self\-service management responsibilities, which may include: + Review, edit, and write knowledge base content and voicebot scripts. + Monitor and improve upon knowledge base content using information from customer satisfaction scores (CSAT), agent escalation rates, and customer feedback. + Participate in call/chat testing after updates are made to ensure they’re effective and functioning as intended. + Analyze self\-service traffic and user engagement metrics using department tools and media. + Identify opportunities to increase self\-service utilization rates with enhancements and development. + Ensure all data and work is compliant with privacy, security, and legal policies. + Keep up with program and project updates by participating in meetings with program managers, development teams, strategic partnership, and marketing. * Other duties: + Work closely with department leads to identify self\-service opportunities to improve efficiencies across the organization. + Remain current on developments in technology, and share information that supports department and company goals. + Develop and present self\-service performance updates to stakeholders. * Performs other duties as assigned. * Complies with all policies and standards. **Qualifications** * High School Diploma required. * Certification/training in AI\-related field or an equivalent amount of experience performing digital self\-service work, such as Chatbot or IVR required. * Proficiency in Microsoft Word, Excel, Outlook, and SharePoint required. * Experience in call center envir