Customer Operations Specialist

Lumistry - Bradenton, FL

Full-time

Bradenton, FL

About the position

The Customer Operations Specialist will support various departments including accounting, sales, and operations by utilizing their customer service, sales, and bookkeeping skills. This role is suited for individuals who enjoy assisting customers and are adept at using technology in a fast-paced SaaS and Telecommunications environment, specifically serving the independent pharmacy market. The position is hybrid, requiring at least two days in the office each week after an initial fully onsite training period.

Responsibilities

• Actively listen to customers, ask clarifying questions, and document details accurately in the Salesforce.com CRM system.
• Manage and direct incoming calls effectively.
• Provide excellent customer service on inbound and outbound customer inquiry calls and e-mails.
• Collect payment details and other essential information such as addresses, phone numbers, and contact information.
• Create equipment estimates, generate invoices, and obtain payment information from customers.
• Provide backup support for the Accounting Department including payment processing via multiple channels.
• Match the corresponding payments to customer account records with all supporting documentation.
• Investigate and resolve problems associated with the processing of payments.
• Assist with monthly status reports and monthly closings.
• Communicate with customers who are late or defaulted on payments.
• Receive, research, and resolve a variety of routine internal and external inquiries concerning account or contract status.
• Continuously identify opportunities for process optimization and efficiency gains within the order fulfillment workflow.

Requirements

• 2 - 3 years of customer service experience.
• Proficiency in Salesforce.com CRM software.
• Familiarity with QuickBooks Online or comparable accounting software.
• Strong service and solutions-oriented approach.
• Excellent verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Comfortable working with cross-functional teams in Sales, Onboarding, Finance, and Technical Support.

Nice-to-haves

• Prior experience with Google Workspace, Quickbooks, and Salesforce.com.