Customer Operations Specialist

Mobile Communications America Inc•Morrisville, NC

3d•Onsite

About The Position

Mobile Communications America (MCA) is hiring a Customer Operations Specialist in Morrisville, North Carolina, to support its Voice division. The role provides customer service and operational coordination for service and installation work, including customer and vendor interactions, technician scheduling, work-order administration, follow-up, invoicing, equipment returns, and inventory support. The position works in an office environment and may require travel as needed to support company and customer needs. It has no direct reports.

Requirements

Three to seven years of experience in customer operations or related fields.
High school diploma or GED.
Excellent knowledge and experience using Microsoft Word, Excel, and Outlook.
Ability to communicate professionally, both verbally and in writing, across all levels of the organization.
Ability to work in a fast-paced environment, establish priorities, work independently, and proceed with objectives without supervision.
Strong organizational and administrative skills, with attention to detail.
Discretion in handling confidential and proprietary information.
High level of integrity.
Ability to travel as necessary to support company and customer needs.

Nice To Haves

Associate degree.
Experience in accounts receivable and purchasing.
Experience in an office setting.
Experience in customer service, scheduling or dispatch, accounts payable or receivable, collections, billing setup, purchasing, shipping or receiving, inventory, or radio programming and troubleshooting.

Responsibilities

Model excellent customer service and resolve customer service issues with little to no supervision.
Establish relationships with major customers and vendors at their locations.
Greet customers and visitors as their first point of contact and assist them professionally.
Answer and assess inbound customer requests for service and installation.
Keep technicians and installers informed about scheduled work and contact them each morning to confirm they are responding as scheduled.
Contact customers between one and 24 hours before a technician or installer is scheduled to arrive.
Prepare, maintain, and close work orders for scheduled service work.
Follow up with technicians and installers as needed to determine the progress of scheduled tasks.
Schedule preventive maintenance or assist in other areas when technicians or installers have idle time.
Contact customers within one week after service to assess satisfaction and promptly report negative feedback to service management.
Close and invoice zero-dollar work tickets.
Assist with reviewing the status of repaired equipment and assigning returns to customers.
Assist with inventory control and field parts requests.