Customer Operations Specialist

Summary of Job:

The Customer Operations Specialist will leverage their knowledge and practical understanding of customer service, sales, and bookkeeping/accounting practices to provide daily support for accounting, sales, operations, and other departments. This position is ideal for someone who enjoys helping customers, has fundamental bookkeeping skills, and is excited about working with technology for a rapidly evolving Saas and Telecommunications (VoIP) organization serving the independent pharmacy market. 

Description of Job Duties:

• Actively listen to customers, ask clarifying questions, and document details accurately in the Salesforce.com customer relationship management (CRM) system 
• Manage and direct incoming calls effectively
• Provide excellent customer service on inbound and outbound customer inquiry calls and e-mails
• Collect payment details and other essential information such as addresses, phone numbers, and contact information
• Create equipment estimates, generate invoices, and obtain payment information from customers
• Provide backup support for the Accounting Department including payment processing (ACH, check, and credit card payments via multiple channels such as ChargeZoom, Datagate, Quickbooks, and Docusign)
• Match the corresponding payments to customer account records with all supportingdocumentation
• Investigate and resolve problems associated with the processing of payments
• Assist with monthly status reports and monthly closings
• Communicate with customers who are late or defaulted on payments
• Receives, researches, and resolves a variety of routine internal and external inquiries concerning account or contract status
• Possess organizational and time management skills to manage multiple tasks and meet deadlines
• Excellent interpersonal communication, customer service, and critical thinking skills
• Continuously identify opportunities for process optimization and efficiency gains within the order fulfillment workflow, implementing improvements as needed
• Other duties as assigned 

Required Skills and Experience:

• 2 - 3 years of customer service experience
• Proficiency in Salesforce.com CRM software 
• Familiarity with QuickBooks Online or comparable accounting software
• High degree of intellectual curiosity to expand their knowledge base and put learning to action to impact the top and bottom line of the business
• Strong service and solutions-oriented approach
• Comfortable working with cross-functional teams in Sales, Onboarding, Finance, and Technical Support
• Have the ability to work independently with minimal supervision
• Excellent verbal and written communication and the ability to interact professionally withdiverse groups, executives, managers, and subject matter experts

Preferred Skills and Experience:

• Prior Google Workspace, Quickbooks, and Salesforce.com experience

Other Information About This Job:

• This position will be based out of our HQ in Austin, TX working a hybrid position with at least 2 days a week working from the Austin office.