Motili is looking for an Operations Specialist to join our growing company. We are forging a new path in the repair and replacement industry. Using our technology platforms and mobile apps, we’re striving to implement new ways to improve the industry and benefit our customers. Our ideal candidate for this position is relentlessly focused on customer satisfaction, has strong attention to details, is passionate about improving operational efficiency and is excited about working in a fast-paced, startup environment.
Main Job Responsibilities
You will be responsible for making sure Motili service requests are entered into our platform and completed according to our service level agreements with customers. You will satisfy customers by responding promptly and professionally to their questions, managing their needs and ensuring that Motili delivers services successfully to our customers.
Your primary focus is to ensure that service requests flow through our platform and that Motili delivers service within our customer service level agreements. On a daily basis, you are expected to:
- Enter new jobs into our platform for our clients
- Call customers or contractors when we need them to complete an action on a job
- Work with customers over email, chat and phone
- Document interactions with contractors and customers in the platform
- Prompt escalation of unresolvable delays to the Team Leader
- Be available for coverage when there are gaps in staffing or increased volumes experienced.
These activities are critical to ensuring the customer experience starts off on the right foot. The Operations Specialists diligent focus on these areas of support ensures that customer satisfaction.
Your performance will be measured by:
- Teamwork and great communication skills
- Technical aptitude
- Ability to work in a fast-paced, rapidly changing environment
- Enjoys working closely with customers to ensure complete satisfaction
- Detail oriented and organized
- Strong prioritization skills
- Time from jobs received to entry in the platform is less than 10 minutes
- Outbound calls to Contractors / Customers that affect service levels are made within 10 minutes
- Daily Report log is completed and provided to Team Leader