Customer Operations Specialist

Vintti bridges the staffing gap for US businesses with a unique focus on time zone compatibility. We source top talent from Latin America, offering companies access to professionals who are available during standard US working hours. This alignment eliminates the need for off-hour communications and allows for integrated teamwork, as if all team members were in the same office.

A Customer Operations Specialist plays a crucial role in ensuring seamless interactions between a company's customers and its operations. They focus on optimizing customer service processes, addressing inquiries, resolving issues efficiently, and maintaining high satisfaction levels. By liaising between various departments, they ensure that customer feedback is integrated into service improvements. Their responsibilities include handling support tickets, processing orders, and coordinating with production and logistics teams to ensure timely and accurate delivery. With strong communication and problem-solving skills, a Customer Operations Specialist enhances the overall customer experience and contributes to operational efficiency.

- Bachelor's degree in Business, Communications, or a related field.
- Proven experience in customer service or support roles, preferably in a similar industry.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a proactive approach to resolving issues.
- Proficiency in using CRM systems and other customer support tools.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
- Familiarity with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Knowledge of order processing and inventory management systems.
- Ability to maintain composure and professionalism under pressure.
- Strong interpersonal skills with the ability to build and maintain customer relationships.
- Experience in conducting customer satisfaction surveys and analyzing feedback.
- Flexibility to work occasional evenings, weekends, or holidays as needed.
- Experience with using ticketing systems to manage customer interactions.
- Familiarity with troubleshooting technical issues and providing step-by-step instructions.
- Demonstrated ability to contribute to the development and improvement of service protocols and procedures.
- Strong analytical skills to identify trends and recommend solutions for improvement.
- Ability to train and mentor new team members.
- Fluent in English; additional languages are a plus.
- Basic understanding of sales, logistics, and technical support functions.
- Strong time management skills to ensure adherence to service level agreements.
- Ability to collaborate effectively with cross-functional teams.

- Handle incoming customer inquiries via phone, email, and chat, providing timely and accurate assistance.
- Resolve customer complaints and issues, escalating to higher-level support as necessary.
- Process orders, returns, and exchanges accurately in the company's system.
- Monitor and manage open customer cases, ensuring efficient follow-up and resolution.
- Collaborate with other departments such as Sales, Logistics, and Technical Support to coordinate and expedite customer requests.
- Maintain and update customer records in the CRM system, ensuring data accuracy.
- Prepare and distribute daily, weekly, and monthly reports on customer service metrics.
- Provide product information and guidance to customers, including troubleshooting and usage instructions.
- Assist with the development and improvement of customer service protocols and procedures.
- Conduct follow-up calls and surveys to gather customer feedback and assess satisfaction.
- Participate in team meetings and training sessions to stay updated on product knowledge and service techniques.
- Identify trends and recurring issues, recommending solutions to improve the overall customer experience.
- Assist in onboarding and training new customer service team members.
- Manage time effectively to ensure productivity and fulfillment of service level agreements.
- Assist in the reconciliation of billing issues and processing of refunds.
- Utilize ticketing systems to document and track customer interactions and resolutions.
- Provide support for promotional campaigns and special projects related to customer operations.

The ideal candidate for the Customer Operations Specialist role will hold a Bachelor's degree in Business, Communications, or a related field, coupled with significant experience in customer service or support roles within a similar industry. They will possess exceptional verbal and written communication skills, enabling them to convey information clearly and build positive relationships with customers. Demonstrating a strong customer-centric mindset, the candidate will approach problem-solving proactively, addressing issues effectively while remaining calm under pressure. With a high level of attention to detail and strong organizational skills, they will manage multiple tasks efficiently in a fast-paced environment. Proficiency in CRM systems, ticketing systems, and other customer support tools is crucial, along with a solid understanding of order processing and inventory management systems. The ideal candidate will exhibit strong interpersonal skills, enabling collaboration with cross-functional teams and the ability to mentor and train new team members. They will have a proven track record in conducting customer satisfaction surveys, analyzing feedback, and recommending solutions for improvements. Their technical aptitude, coupled with the willingness to learn and stay updated on product knowledge, will enable them to provide effective troubleshooting and guidance to customers. Flexible with work hours, including evenings, weekends, and holidays, they will maintain a high degree of professionalism and dependability. Overall, their analytical thinking, adaptability, and strong time management skills will ensure adherence to service level agreements and continuous enhancement of customer service protocols.

- Handle incoming customer inquiries via phone, email, and chat, providing timely and accurate assistance.
- Resolve customer complaints and issues, escalating to higher-level support as necessary.
- Process orders, returns, and exchanges accurately in the company's system.
- Monitor and manage open customer cases, ensuring efficient follow-up and resolution.
- Collaborate with other departments such as Sales, Logistics, and Technical Support to coordinate and expedite customer requests.
- Maintain and update customer records in the CRM system, ensuring data accuracy.
- Prepare and distribute daily, weekly, and monthly reports on customer service metrics.
- Provide product information and guidance to customers, including troubleshooting and usage instructions.
- Assist with the development and improvement of customer service protocols and procedures.
- Conduct follow-up calls and surveys to gather customer feedback and assess satisfaction.
- Participate in team meetings and training sessions to stay updated on product knowledge and service techniques.
- Identify trends and recurring issues, recommending solutions to improve the overall customer experience.
- Assist in onboarding and training new customer service team members.
- Manage time effectively to ensure productivity and fulfillment of service level agreements.
- Assist in the reconciliation of billing issues and processing of refunds.
- Utilize ticketing systems to document and track customer interactions and resolutions.
- Provide support for promotional campaigns and special projects related to customer operations.

- Strong customer-centric mindset
- Excellent verbal and written communication skills
- Proactive problem-solving abilities
- High level of attention to detail and accuracy
- Ability to handle high-pressure situations calmly
- Strong organizational and multitasking skills
- Ability to work both independently and collaboratively
- Strong interpersonal skills
- Ability to build and maintain positive customer relationships
- Adaptability to rapidly changing environments
- High degree of professionalism and composure
- Analytical thinking with the ability to identify trends
- Ability to recommend and implement effective solutions
- Strong time management skills
- Willingness to learn and stay updated on product knowledge
- Dependability and strong work ethic
- Ability to mentor and train new team members
- Technical aptitude with familiarity in troubleshooting
- Flexibility with work hours, including evenings, weekends, and holidays

- Competitive salary range ($XX,XXX - $XX,XXX) based on experience
- Comprehensive health benefits (medical, dental, vision)
- Retirement savings plan with company matching
- Paid time off (vacation, sick leave, holidays)
- Work-from-home flexibility and remote work options
- Employee wellness programs and mental health support
- Professional development opportunities and training programs
- Tuition reimbursement for further education
- Career advancement opportunities within the company
- Performance-based bonuses and incentives
- Employee assistance programs (EAP)
- Discounted company products and services
- Flexible working hours to promote work-life balance
- Paid parental leave
- Collaborative and supportive work environment
- Access to company-sponsored events and activities
- Transportation/commuting benefits
- Casual dress code
- Ergonomic office equipment and dedicated workspace
- Access to online learning resources and workshops
- Regular feedback and career development sessions with management