Operations Specialist - TELS Services

What You'll Do and Impact

• Respond to customer and service provider requests via phone and email, diagnosing needs through effective questioning.
• Act as a customer advocate, managing escalations and collaborating with cross-functional teams to eliminate service delays.
• Set clear expectations for service provider performance, maintaining relationships and ensuring high-quality documentation of actions, SLAs, and expectations.
• Occasionally engage with Regional Maintenance Directors, Executive Directors, and Facility Maintenance Directors to support ongoing operations.
• Contribute to process improvement initiatives, training and mentoring new hires, and participating in special projects as assigned by leadership.

Skills Needed

• Provides Customer Value – Delivers cutting-edge, tech-driven solutions paired with outstanding customer service with an eye to profitability. Seizes opportunities that reward both the customer and Direct Supply, fostering robust customer relationships.
• Communicates Effectively – Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.
• Delivers Results – Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action.
• Solves Problems – Critically approaches problems, researching and leveraging technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.
• Embraces Change – Initiates change that drives results and welcomes innovative ideas. Demonstrates resilience and pushes forward through uncertainty and ambiguity. Quickly adapts approach, style and behavior on the fly.
• Ability to use systems and technology to multi-task, manage time and create efficiencies.

Requirements

• 2+ years of previous customer service experience
• Experience with ticketing software
• Bachelor's degree strongly preferred
• Core business hours are 6:00am – 6:00pm Central Time, with some flexibility depending on markets supported.
• Must be available for 24x7 on-call customer service rotations about six times a year, including weekends and holidays. Frequency decreases with tenure, and a stipend is provided.
• Job to be performed in the location listed.

A generous benefit package is available.