Service Operations Specialist

Overview

Connection Services has a fantastic opportunity for a Service Operations Specialist, working in our Merrimack, NH office with a Hybrid Model. Excellent opportunity to work for a top VAR offering excellent benefits including 3 weeks paid PTO, tuition reimbursement, excellent benefits, etc.; opportunity for growth.

Working under the direction of the Manager, Sales Operations, the Service Operations Specialist supports the overall Solutions & Services operations with responsibilities that span administrative functions, including process updates and improvements, data entry, reporting, customer service, and billing functions. The Service Ops Specialist assists in updating and developing processes and procedures (SOPs). Handles SOW template management to support the Solutions and Services business unit, external customers and field sales organizations.

The Specialist blends together operational and problem-solving skills to work cross-functionally to resolve inquiries/issues while aiming to maximize operational efficiency.

• 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.

• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to include advanced formatting, creating spreadsheets to include the use of macros.
• Working knowledge of process improvement requirements gathering and updating operational procedures to increase efficiency.
• Articulate with ability to express oneself clearly and professionally in written and oral communication.
• Adaptable with ability to switch tasks based on shifting priorities.
• Detail oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy.
• Good listening skills with ability to receive information completely and understand what is being said.
• Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines.
• Interpersonal skills with ability to work well with all levels of the organization.