Service Operations Specialist - PCC

$46,342 - $57,928/Yr

Connection - Merrimack, NH

Full-time - Mid Level

Merrimack, NH

Social Assistance

About the position

The Service Operations Specialist plays a crucial role in supporting the Solutions & Services operations by managing administrative functions such as process updates, data entry, reporting, customer service, and billing. This position is designed to enhance operational efficiency and improve service delivery through effective problem-solving and cross-functional collaboration.

Responsibilities

• Oversees day-to-day operational activities, coordinating service requests, and maintaining service levels to ensure timely efficiency.
• Handles Accounts Payable vouchers, verifying invoices, and ensuring accurate payment processing.
• Records financial transactions including costing journal entries related to managed services contracts, analyzes costs, and maintains accurate financial records.
• Develops and implements standard operating procedures (SOPs) to streamline service processes and improve efficiency.
• Coordinates with cross-functional teams (e.g., IT, Sales, Customer Support) to ensure seamless operations and address service-related issues promptly.
• Stays updated on industry best practices and emerging trends in service operations.
• Fosters a culture of continuous improvement within the service teams.
• Serves as a point of escalation for complex service issues and customer complaints.
• Works closely with the customer support team to ensure a high level of customer satisfaction.
• Develops and maintains strong relationships with key stakeholders.

Requirements

• Associate's Degree or equivalent combination of education and work experience.
• Advanced Microsoft Office skills, including creating presentations, documents with advanced formatting, and spreadsheets using macros.
• Working knowledge of process improvement and requirements gathering.
• Ability to articulate clearly and professionally in written and oral communication.
• Adaptability to switch tasks based on shifting priorities.
• Detail-oriented with meticulous attention to detail and proofreading skills.
• Good listening skills to fully understand information received.
• Organizational skills to document activities, anticipate problems, and monitor performance according to priorities and deadlines.
• Interpersonal skills to work well with all levels of the organization.
• Perceptiveness to understand the needs and values of others.

Benefits

• Paid time off
• Volunteer time off
• 401k plans
• Medical insurance
• Free therapy visits
• Mental health coaching and tools
• Meditation resources
• Generous paid time off package including Wellness and Volunteer Time Off days