Customer Service Operations Associate

Role Overview

• Conduct more complex data evaluations to guide decisions.
• Address and resolve non-standard operational concerns.
• Develop and implement standard operating procedures.
• Handle escalated customer concerns professionally.
• Monitor and report on team performance metrics.
• Oversee the allocation and utilization of resources.
• Ensure high standards of service through quality assessments.
• Develop strategies for improving service processes.
• Provide guidance to junior associates.
• Support projects aiming at process enhancements.

Requirements

• Advanced Analytical Skills: Ability to interpret complex data and derive insights.
• Operational Knowledge: In-depth understanding of customer service operations.
• Problem-Solving: Enhanced capabilities for resolving complex issues.
• Process Improvement: Expertise in identifying and implementing process improvements.
• Reporting Tools: Familiarity with advanced reporting tools and software.
• Customer Focus: Strong customer service orientation.
• Mentorship Skills: Ability to guide junior associates.
• Multitasking: Proficient in managing various responsibilities concurrently.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave