SMS Assist is hiring Operations Specialists / Customer Service Representatives! These Operations Specialists / Customer Service Representatives will be joining our team working various shifts.

As an Entry Level Operations Specialists / Customer Service Representative, you will assist clients with immediate on-property issues. As an Operations Specialists / Customer Service Representative you will handle requests (work orders), ensuring that our vendors are executing the necessary services, and you will accurately enter all information into our database. You will be sourcing new vendors, taking client calls, pulling data and more as an Operations Specialist / Customer Service Representative. We have a goal to achieve the highest level of customer satisfaction and that relates directly to our Operations Specialists / Customer Service Representatives and overall customer service team.

SMS Assist has grown rapidly over the past few years and our team continues to grow as we do. In this role, you will see the impact of your work and will have the ability to network with leaders of SMS Assist. Our Operations Specialist / Customer Service Representative complete extensive training and development for further career growth. As an entry-level role our Operations Specialist / Customer Service Representative position is a fit for someone with a passion for service and empathy for our Clients and vendors.

 Job Responsibilities and Activities of the Operations Specialist / Customer Service Representative

• Develop and maintain positive customer relations required to ensure superior customer satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments to follow up with customer/affiliate inquires
• Identify, research, and resolve customer issues using the company’s web-based systems and databases
• Source new affiliates to perform required services, as needed
• Resolve or escalate all disputes or un-satisfied service confirmations
• Remain on the queue and address all requests 
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
• Enter information into our database and ensure consistency and accuracy
• Manage the scheduling and completion of all services assigned by customers
• Spend time on the queue and handling customer questions
• Role model and demonstrate professionalism in communication, relationship development, customer service, etc.
• Shift flexibility may be required
• Other duties/special projects, as directed

Qualifications and Education Requirements of the Operations Specialist / Customer Service Representative:

• Associate’s Degree or equivalent work experience
• Strong written and verbal communication skills
• Strong Microsoft product skills, very strong Excel skills and a facility for numbers – understand how to manage a spread sheet
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment
• Strong alignment to our company values - Entrepreneurial Spirit, One Team, Passion for Service, and Integrity

SMS Assist is an Equal Opportunity Employer (EOE)