Operations Specialist-TELs Services
Listed on 2026-02-16
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Customer Service/HelpDesk
HelpDesk/Support, Customer Service Rep, Customer Success Mgr./ CSM, Bilingual
Overview
Position Summary Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.
In the Operations Specialist, TELS Services position, you'll be the primary liaison between suppliers and customers, ensuring seamless communication and advocating for customer outcomes. You'll frequently handle customer escalations, working closely with service providers and internal teams to resolve issues. By engaging in consistent phone-based communication, you'll help facilitate successful outcomes.
Responsibilities- Respond to customer and service provider requests via phone and email, diagnosing needs through effective questioning.
- Act as a customer advocate, managing escalations and collaborating with cross-functional teams to eliminate service delays.
- Set clear expectations for service provider performance, maintaining relationships and ensuring high-quality documentation of actions, SLAs, and expectations.
- Occasionally engage with Regional Maintenance Directors, Executive Directors, and Facility Maintenance Directors to support ongoing operations.
- Contribute to process improvement initiatives, training and mentoring new hires, and participating in special projects as assigned by leadership.
- 2+ years of previous customer-service experience
- Experience with ticketing software
- Bachelor’s degree strongly preferred
- Core business hours are 6:00am – 6:00pm Central time, with some flexibility depending on markets supported.
- Must be available for 24x7 on-call customer service rotations about six times a year, including weekends and holidays. Frequency decreases with tenure, and a stipend is provided.
Job to be performed in the location listed. Generous benefit package available. Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse work forces.
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