Address
Form of workJob Description
For further information please contact our Talent Specialist:
Komal | 224-369-4243
Title: Operations Support Specialist
Location: Tampa, FL
Duration: 12 Months
Description:
- The Customer Service Representative leads the daily work functions for service delivery for HCA Enterprise. The objective of the position is to drive superior customer service by demonstrate & executing external communication strategy to articulate value and capability of the solutions and support the strategy. Objective of the position is to drive superior customer service through participation and coordination, with on-site team (4 employees or greater), of workflow and team activities to meet the contracted service levels. Role will interact with internal account team members (sales & operations, and 3rd party) to ensure the team supports account strategies and initiatives.
- The CSR has responsibility to support the implementation of the different workflows initiatives as well as coordinate deliverables & reporting internally and externally with the customer, account team and 3rd party providers
- Key components of success include SLA achievement client satisfaction and retention, teamwork (internally & externally) and a closed loop communication process.
- the main focal point for daily customer communications and escalations.
MAIN RESPONSIBILITIES.
Manage communications for jobs in progress, any special requests, and working with production on timelines with customer/3rd party vendors.
The Customer Service Representative will act the first point of contact focused on supporting a specified customer base for all project discussion, job inquiry, and vend support. Additionally focuses on improving customer experience and awareness of client's needs.
Develop a community of practice
Shifts may vary based on geography
Communicate with day-to-day account key contacts and 3rd Party providers (i.e. service, 3rd party vendors, etc.)
Record all incidents that occur inside the operation associated w/solutions to ensure Timeliness SLA is met. Response expectation within 1-4 hrs.
Participation in quality & procedures' improvement initiatives
Develop coverage plan for back-up as required.
Awareness of all contracted SLAs are consistently achieved and tracked
Coordinates employee customer training (order, tracking process)
Implements and supports Critical Processes such as Client Accounts Procedures Manual, (CAPM) via Global Services Delivery Model
Build & update WebCRD catalogue for assigned Division during onboarding process and as client requests; to included edited or new catalogue items
Become proficient with online Tools (WebCRD, ODNet, etc.)
Communicate rejected file issue via online tools with 1-2 hours of notifications
Vend custom jobs per Division, per customer requirements & track Client order tracking included; report monthly to Vend Coordinator
Workload balance with team members i.e. when load has dropped reach out to Site Coordinator/team to offer support
Manage communications for jobs in progress, any special requests, and working with production on timelines with customer/3rd party vendors.
The Customer Service Representative will act the first point of contact focused on supporting a specified customer base for all project discussion, job inquiry, and vend support. Additionally focuses on improving customer experience and awareness of client's needs.
Develop a community of practice
Shifts may vary based on geography
Communicate with day-to-day account key contacts and 3rd Party providers (i.e. service, 3rd party vendors, etc.)
Record all incidents that occur inside the operation associated w/solutions to ensure Timeliness SLA is met. Response expectation within 1-4 hrs.
Participation in quality & procedures' improvement initiatives
Develop coverage plan for back-up as required.
Awareness of all contracted SLAs are consistently achieved and tracked
Coordinates employee customer training (order, tracking process)
Implements and supports Critical Processes such as Client Accounts Procedures Manual, (CAPM) via Global Services Delivery Model
Build & update WebCRD catalogue for assigned Division during onboarding process and as client requests; to included edited or new catalogue items
Become proficient with online Tools (WebCRD, ODNet, etc.)
Communicate rejected file issue via online tools with 1-2 hours of notifications
Vend custom jobs per Division, per customer requirements & track Client order tracking included; report monthly to Vend Coordinator
Workload balance with team members i.e. when load has dropped reach out to Site Coordinator/team to offer support
EXPERIENCE: - 5+ years relevant experience - Experience with extensive array of network color printer and Digital Front Ends - Experienced with advanced principles of color theory , color calibration process and instruments, color management, gamuts, and ICC color profiling
EDUCATION: Minimum High School diploma or equivalent
EDUCATION VERIFICATION: Yes
About us:
DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.
DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.
