Data Operations Coordinator
Position Summary:
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.
In the Data Operations Coordinator role, you will serve as a critical component in customer satisfaction and loyalty as you respond to supplier and provider inquiries and requests through phone, email, and other electronic means. You’ll provide level 2 support to customers on a variety of items, including data updates, data analysis/troubleshooting and advising on how to best utilize the system. This role will provide feedback as well as execute on process improvement initiatives that drive improved customer satisfaction.
Skills Needed:
- Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.
- Demonstrates Composure - Manages stress and pressure gracefully, maintaining professional maturity at all times. Stays calm in the face of resistance or surprises, practicing self-control to ensure a professional response.
- Shows Resilience - Bounces back from setbacks, growing stronger with each challenge. Stays confident under pressure, keeping a positive outlook. Relentlessly pursues goals with determination.
- Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.
- Intermediate knowledge using Microsoft Excel.
- Demonstrated experience writing, maintaining, and updating queries.
What You’ll Do and Impact:
- Input, audit and maintain product and customer information in the database according to requests received through ticket requests.
- Respond to customer requests and issues by using in-house built tools and direct SQL to input, audit and maintain product and customer information.
- Communicate with customers, when needed, to clarify requirements of requests.
- Identify and resolve production related errors.
- Validate all information received to ensure accuracy and communicate completion of tasks.
- Perform responsibilities in accordance with our service level agreements.
- Maintain and revise procedural lists, customer information and coding schemes to process tasks.
- Monitor online database access feeds to ensure that data is being accepted within the DSSI system.
- Perform projects and tasks as assigned by the Manager of Operations.
Experience:
- Associate’s degree with a technical background or equivalent experience
- Data management experience
Additional Items of Interest:
- Bachelor’s degree
- Experience with Ticketing Software such as Zendesk
- 1+ year of SQL experience, including the ability to write, maintain and run queries
- Advanced knowledge using Microsoft Excel
- 1+ year(s) of customer Service Experience especially fielding request via email or chat