Customer Operations Associate

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Plan and manage enterprise-level support and service operations for company products and services for assigned clients.

• Ensure high-quality service and operational performance in line with program and delivery standards.

• Cultivate client relationships and gain insight into client businesses and product installations to identify service needs and strategize service delivery.

• Implement proactive service and support strategies to minimize client downtime and reduce support costs.

• Act as the primary point of contact for clients to coordinate the resolution of service incidents and escalate technical issues when necessary.

• Collaborate with sales and support teams to showcase the value of support offerings and pinpoint opportunities for expanded service business.

• Direct customers to the appropriate internal professionals for effective escalation, transfer, or reassignment.

• Monitor and respond to customer inquiries and manage equipment service requests.

• Schedule regular maintenance, preventive maintenance, compliance activities, and document event activities in the applicable CMMS.

• Communicate program details to service providers and coordinate service delivery to meet customer expectations.

• Follow up on service events to verify completion and gauge customer satisfaction.

• Record relevant event details in CMMS and carry out follow-up transactions accurately and efficiently.

• Collaborate with the service delivery team to achieve service delivery objectives.

• Provide insights into data accuracy relative to processes, metrics, and KPIs.

• Present outcomes to the manager.

• Serve as a point of escalation within customer site teams.

• Share and implement best practices and training initiatives.

• Discuss troubleshooting and repair scenarios with service providers or customers.

• Monitor pending requests, ensure closure, and meet metric requirements.

• Escalate issues to the manager or appropriate program leader or customer program contact.

• Follow up to confirm that questions, requests, and customer commitments are addressed to customer satisfaction.

⛳️ Requirements

• Associate Degree and a minimum of 2 years of experience in a team-oriented customer service environment, or a High School Diploma with at least 4 years of experience.

• Proficient in Microsoft Office, including MS Outlook.

• Outstanding verbal and written communication skills.

• Proven experience and proficiency in using software for word processing, email, order entry, and other necessary applications.

• Familiarity with SAP, Service Max, and Maximo is a plus.

• Exceptional analytical abilities.

• Strong skills in Excel.

• Ability to work effectively both in a team setting and independently; well-organized with excellent time management skills.

• High level of dedication to customer service.

• Open to change and new technological offerings.

• Self-motivated individual with robust follow-up capabilities.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for career advancement and professional development.

• Flexible work arrangements and a supportive team environment.