Customer Operations Specialist

Mobile Communications America; Charlotte (NC); On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K

PTO

Holiday Pay

Education Incentives

Job summary

Mobile Communications America, Inc. (MCA) in Charlotte, NC is seeking a Customer Operations Specialist to join our Voice division.

The role supports customers, coordinates dispatch and service needs, and serves as a first point of contact for inquiries. You will work with technicians, vendors, and customers to schedule work, track progress, and ensure satisfaction while upholding MCA's Service First values.

Qualifications

• 3-7 years of experience in customer operations or related fields.
• Experience in customer service, scheduling/dispatch, AP/AR, purchasing, shipping/receiving, and inventory.
• Knowledge of radio programs and troubleshooting.

Responsibilities

• Serve as a customer service role model for others.
• Resolve customer service issues with minimal supervision.
• Establish relationships with major customers and vendors at their locations.
• Greet customers and visitors as the first point of contact.
• Assist with inbound requests for service and installation.
• Keep technicians and installers informed of scheduled work.
• Contact techs/installers daily to confirm status and respond to changes.
• Prepare, maintain, and close work orders for service tasks.
• Follow up with technicians for progress and customer satisfaction.
• Close and invoice zero-dollar work tickets and manage returns.

Skills

Customer service

Scheduling/Dispatch

AP/AR

Purchasing

Shipping/Receiving

Inventory

Radio program and troubleshooting

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Operations Specialist

Charlotte NC Full Time Charlotte, NC, US

4 days ago Requisition ID: 6547

MCA, your trusted advisor for wireless communications, data, and security services, is seeking a Customer Operations Specialist for our Charlotte, NC location to support our fast-growing Voice division.

MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.

WHAT YOU WILL BE DOING:

• Serves as a customer service role model for others.
• Able to resolve customer service issues with little to no supervision.
• Establish relationships with major customers and vendors out of their locations.
• Assist all customers in a professional manner. First point of contact to greet customers and visitors.
• Assisting with answering and assessment of inbound customer requests for service and installation.

• Keeping technicians and installers aware of work they are scheduled to perform .
• Contacting techs/ installers the first thing every morning to ensure they are or have responded as scheduled.
• Contacting customers no less than one hour or more than 24 hours prior to the time a tech/installer is to arrive on site.
• Preparing, maintaining, and closing work orders for scheduled service work.
• Following up with the techs/installers as necessary to determine progress of the scheduled task.
• Scheduling P/M's or assisting in other areas when a tech/installer has idle time.
• Contacting customers within one week to inquire about their satisfaction with the services they received and report any negative responses immediately to service management.
• Closing and invoicing all zero-dollar work tickets.
• Assisting in reviewing the status of repaired equipment and assigning returns to customers .
• Assisting with inventory control and field parts requests.

WHAT YOU WILL BRING TO THE TEAM:

• 3-7 years of experience in customer operations or related fields, such as
  • Customer service
  • Scheduling/Dispatch
  • AP/AR (Collections, setting up billing, etc.)
  • Purchasing
  • Shipping/Receiving
  • Inventory
  • Radio program and troubleshooting

YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS:

The physical environment requires the employee to work inside.

While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 15 pounds, and frequently position self to maintain computers or other equipment as needed.

TRAVEL REQUIREMENTS:

Travel as necessary to support company and customer needs.

DIRECT REPORTS:

No Direct Reports

WHO WE ARE

Mobile Communications America, Inc. (MCA) provides wireless communication, data, and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services - including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies.

WHAT WE BELIEVE

We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our "Service First DNA" culture. Service isn't just a motto for MCA, it's an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities.

NOTE: The above statements describe the general nature and level of work performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Mobile Communications America, Inc. is proud to be an Equal Opportunity workplace and is an Affiantative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are "better together."

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