Summary
The Operations Associate executes Care Services operations to deliver exceptional client service across multiple communication channels. This role is a subject matter expert who resolves operational issues, meets KPIs, maintains operational standards, and supports repair and service workflows both remotely and onsite during specified shifts.
Responsibilities
- Respond promptly to Operations Exception Tickets and email correspondence.
- Handle exchanges, spare part orders, sample shipments, shipping updates, and refund processing.
- Troubleshoot workflow issues and research resolutions for complex cases.
- Create tailored repair solutions for items categorized under Yellow Code or Red Code.
- Document all interactions accurately to track client inquiries and outcomes.
- Participate in weekly operations meetings with US repair centers to align practices.
- Perform product assessments related to repairs and quality using company systems.
- Meet assigned Key Performance Indicators for Care Services operations.
Requirements
- High school diploma or GED.
- Minimum 4 years of experience in customer service or a related field.
- Exceptional client-centric mindset with strong verbal and written communication skills.
- Strong organizational and time management abilities.
- Proficiency with Microsoft Office Suite including Word, Excel, and PowerPoint.
- Ability to learn and use CRM platforms and new systems quickly.
- Excellent interpersonal skills and ability to interact at all levels of the organization.
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