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Position Summary: Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. In the Operations Specialist, TELS Services position, you'll be responsible for providing outrageous customer service as the primary liaison between our suppliers and customers. You'll operate as the transaction manager for all reoccurring and event-driven services, while managing and improving order management processes for our service providers. Skills Needed:
Provides Customer Value - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, 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 levUses 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. Core business hours are 8:00am - 5:00pm central time, with some flexibility depending on markets supported. Must be able to participate in 24x7 customer service on-call rotations approximately one week per quarter (this includes weekends and holidays).
What You'll Do and Impact:
Respond to incoming requests via phone and email from external customers and service providers. Diagnose customer needs by asking appropriate questions. Verify solutions with various service providers. Set and maintain clear expectations for service provider performance. Create high-quality documentation of actions, service level agreements, and customer expectations. Develop and maintain relationships with Service Provider contacts. Act as a customer advocate and escalation point for issues. Collaborate with cross-functional teams to eliminate service delays. Maintain relationships with Regional Maintenance Directors, Executive Directors, and Facility Maintenance Directors. Review and analyze quotes for optimal solutions. Initiate process improvement strategies. Analyze ticket trends to enhance services and reduce overall service times and costs. Provide training and mentoring to new hires. Participate in creating proposals, contracts, and service agreements. Contribute to special projects as assigned by leadership.
Experience:
Additional Items of Interest:
Job to be performed in the location listed. Generous benefit package available. Click here to learn more. Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse workforces. 2013 to 2024 Direct Supply, Inc. All rights reserved.
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Direct Supply
Sep 28, 2024