Service Operations Representative

This is a fully remote position, open to applicants in Alaska, +12 more states.

📋 Description

• Oversee and address all incoming service requests and operational challenges that arise after the services are activated for the Mid-Market customer segment.

• Utilize industry knowledge and processes to diagnose and resolve issues, acting as a key resource for intricate, non-standard customer inquiries.

• Ensure that all documentation is precise, comprehensive, and complies with established best practices to promote long-term account wellness.

• Supervise the 'Unassigned' Mid-Market queue and take swift action to manage incoming workload.

• Respond quickly and proficiently to internal communications regarding complex service matters.

• Keep up-to-date expert knowledge of all service expectations and best practices specific to the ongoing support of Mid-Market Customers.

• Act as the primary liaison for external hauling partners, conveying customer requirements and coordinating scheduling updates.

• Collaborate effectively with internal Customer Success, Sales, and Operations teams to comprehend service needs and ensure vendors are prepared to deliver the agreed-upon solutions.

⛳️ Requirements

• Comfortable navigating ambiguity, able to take action without having the complete picture, using sound judgment and strong decision-making abilities.

• Driven by business results and quality, with a strong sense of accountability, metrics, and ownership.

• Strategic thinker capable of understanding tactical details.

• Excellent verbal and written communication skills.

• Proficient in managing multiple projects, multitasking, and effectively prioritizing conflicting tasks with minimal supervision.

• Ability to influence and collaborate across all levels and functions within the organization.

• Demonstrated ability to organize and manage multiple priorities while adapting quickly to changing business demands.

• Strong analytical and problem-solving capabilities.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities

• 3% bonus