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Operational Support Coordinator

2 months ago

Texarkana, Texas, United States InstallNET International Full time
Job Overview

About Us:

At InstallNET International, we pride ourselves on our expertise in project management, furniture installations, and decommissioning, backed by over 25 years of industry excellence. Our commitment to exceptional customer service and operational efficiency is matched by our dedication to the development of our internal teams. We adopt a strategic mindset to ensure success for our clients, employees, service providers, and the communities we engage with.

Position Summary:

The Strategic Support Specialist plays a crucial role within our Strategic Team, engaging across various departments such as Operations, Partner Relations, and Account Management. This position is focused on delivering outstanding service, aimed at supporting both our internal teams and service providers. The Specialist will actively utilize our self-service project platform, coordinate events, conduct outreach, anticipate needs, troubleshoot issues, and propose ongoing enhancements to our processes and systems. While experience in project management is beneficial, it is not a prerequisite.

Key Responsibilities:

  • Respond efficiently and courteously to inquiries from potential providers, existing clients, and internal staff.
  • Maintain a high level of accuracy and attention to detail when updating databases, reports, and essential information.
  • Foster and maintain effective relationships with service providers and internal teams, promoting collaboration that leads to streamlined operations and improved customer satisfaction.
  • Assist in organizing meetings, conferences, webinars, and regional events as required.
  • Perform additional tasks as assigned by the Strategic Alliance Manager and Team Leads.
  • Generate and distribute reports on a regular schedule, ensuring accuracy and thoroughness.
  • Compile and analyze data related to surveys, provider inquiries, and other pertinent metrics to identify trends and insights.
  • Support tracking of monthly metrics and growth forecasts for provider and client accounts.
  • Create training, outreach, and internal support materials.
  • Participate in provider performance evaluations and utilize feedback for continuous improvement.
  • Develop processes aimed at enhancing customer service and strengthening our network.
  • Ensure timely delivery of reports to designated recipients.
  • Identify and resolve challenges faced by providers and customers.
  • Maintain high customer satisfaction levels by delivering exceptional service and resolving issues swiftly.
  • Support the Installhub self-service platform by addressing concerns and facilitating improvements.
  • Compile and analyze data related to Installhub, provider inquiries, and other relevant metrics to uncover trends and insights.
  • Assist with administrative duties for Installhub and related projects.
  • Respond to partner inquiries within established timeframes, ensuring effective communication and striving for efficient resolutions while maintaining quality and accuracy.

Qualifications:

  • High School Diploma or equivalent; an associate or bachelor's degree in a relevant field is preferred.
  • Previous experience in customer service, dealer service, or a support role.
  • Familiarity with ERP databases, proficiency in customer service software, CRM systems, and MS Excel.
  • Strong problem-solving skills, with a proactive attitude, curiosity, and the ability to think strategically, tactically, and analytically.
  • Excellent verbal and written communication abilities.
  • Ability to work effectively under pressure while managing multiple tasks.
  • Attention to detail and accuracy in processing orders and reporting.
  • Capability to work independently as well as collaboratively within a team.

Benefits:

  • Medical, vision, and dental insurance.
  • 401(k) plan.

Employee Perks:

  • Performance-based incentive bonuses.
  • Access to an on-site gym.
  • Hybrid work schedule.
  • Quarterly team-building activities.