Operations Specialist - Customer Care

Operations Specialist, Customer Care

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.

The Operations Specialist, Customer Care helps customers receive timely, accurate support across phone, chat, and email. This role resolves customer and order issues using service platforms, data insights, and AI-enabled tools to create a dependable customer experience.

By partnering with internal teams and service providers and identifying opportunities to simplify workflows, this position supports efficient operations, consistent service quality, and stronger customer relationships.

What You'll Do and Impact:

• Deliver responsive support across phone, chat, and email to resolve customer needs and maintain a positive service experience.
• Investigate customer inquiries using internal platforms, reporting tools, and available data to provide accurate answers and improve first-contact resolution.
• Diagnose order and operational issues to identify root causes and minimize disruptions for customers.
• Process electronic order exceptions according to established guidelines to keep orders moving accurately and on time.
• Coordinate with internal teams and service providers to resolve issues that require additional expertise or action.
• Facilitate discussions among customers and service partners when complex cases require shared understanding and timely decisions.
• Apply AI-enabled tools and emerging technologies to improve response quality, streamline work, and reduce manual effort.
• Identify recurring customer or operational issues and recommend process changes that improve service consistency and efficiency.
• Maintain clear, accurate case records and follow-up actions to support continuity, accountability, and effective resolution.

What You'll Bring:

• Experience delivering customer support through phone, chat, or email with a focus on timely, accurate issue resolution.
• Ability to investigate complex customer or order issues, analyze available information, and determine practical solutions.
• Proficiency using customer service systems, order-processing platforms, and reporting tools to manage inquiries and track outcomes.
• Experience using AI-enabled tools or data insights to support problem-solving and service efficiency.
• Ability to communicate clearly with customers, internal teams, and service providers across written and verbal channels.
• Demonstrated ability to de-escalate difficult interactions, mediate concerns, and maintain productive customer relationships.
• Ability to coordinate cross-functional issue resolution while balancing changing priorities and incomplete information.
• Bachelor's degree in business, operations, or a related field preferred.

Job to be performed in the location listed. Generous benefit package available.

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