Role and Responsibilities

This is an entry level Operations position with the possibility for advancement within the Operations organization.  Extensive training and development is provided directly by the Operations team, and will continue throughout your career with SMS Assist.  Candidates selected for this position may come from diverse backgrounds including sales, business, customer service, retail, hospitality, etc. Responsibilities include consulting with customers about their service needs and wants, managing customer calls and requests for services, ensuring affiliates are executing the necessary services, and accurately entering all information into our database.  The position contributes directly to the corporate goal of achieving a high level of customer satisfaction. This role provides the selected candidate with the opportunity to work directly with a progressive Operations team in a rapidly growing company.

Customer Service

Customers

• Develop and maintain positive customer relations required to ensure superior customer satisfaction
• Consult with customers about their service needs and wants
• Receive and manage customer calls and email requests for services
• Identify, research, and resolve customer issues using the company’s web-based systems and databases
• Ensure proper affiliate coverage- have primary and secondary affiliates in place to manage services
• Follow-up on customer inquires
• Resolve or escalate all disputes or un-satisfied service confirmations
• Expected to be on the queue during office hours and follow up on all services requested through the queue.   Call responses and resolution times will measure the Operations Associate’s participation on the queue. 

Affiliates/Contractors

• Maintain open communication with affiliates throughout the duration of the relationship
• Communicate with affiliates in a manner that adheres to all contracts and Scopes of Work agreed upon.
• Source new affiliates to perform required services, as needed
• Ensure that all warranted services are billed in a timely manner, and have the ability to answer any concerns that pertain to the billing process.
• Review scopes of work and engage in negotiation, as needed

Innovation

• Provide market intelligence feedback to maximize customer satisfaction and to ensure that strategies and policies are in place to attract and retain customers.
• Seek ways to innovate or improve current processes and procedures within area of responsibility

Database Management

• Manage all entries in our databases and ensure consistency and accuracy.  Ensure there are no discrepancies between our SMS Assist systems (SIM, DSS or ServiceTrack)
• Manage the scheduling and completion of all services assigned by customer
• Other duties/ special projects as directed

Qualifications and Education Requirements

• Bachelor’s degree (or equivalent experience- Typically 1-3 years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor’s degree)
• Previous customer service experience a plus
• Professional, relevant examples of solving tough customer issues

Preferred Skills

• Strong written and verbal communication skills through telephone and email with customers/affiliates
• Strong Microsoft product skills, very strong Excel skills, and a facility for numbers -  understand how to manage a spreadsheet
• Driven by numbers/measures and comfortable in environment with heavy emphasis on customer service and satisfaction metrics
• Effective problem-solving skills
• Ability to negotiate
• Enjoys interacting with customers, is open-minded, and not afraid to pick up the phone to work through a problem or opportunity
• Experience interacting with outside customers
• High integrity
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment

We are looking to fill several positions for the following shifts:

8:00 AM - 5:00 PM:

Monday - Friday

*Tuesday - Saturday

*Sunday - Thursday

*These schedules may last until the end of the first quarter. After the first quarter, schedules may be subject to change Monday-Friday based on business demands.

Key Relationships and Partners

Assigned customers, Affiliates, Operations Team Lead/Management,  Operations peers, Support Team Members, Compliance Department

SMS Assist is an Equal Opportunity Employer (EOE).

APPLY ONLINE: http://www.smsassist.com/available-positions/