Customer Operations Associate

Manage 30-40 active customer cases simultaneously, ensuring accurate follow-up, timely resolution, and professional service. Serve as a primary contact for customers, contractors, insurance providers, and internal teams through phone and email. Investigate customer concerns, service discrepancies, pending requirements, and escalations; coordinate corrective actions. Maintain accurate records of customer interactions, approvals, service updates, documentation, and case activity. Monitor escalations, approvals, pending activities, and follow-up tasks. Prepare operational reports, service summaries, correspondence, and status updates. Analyze recurring issues, customer patterns, and workflow delays to identify service trends and opportunities for process improvement. Support customer retention by managing expectations and resolving concerns.

Delivered prompt, professional service to 100+ customers daily while supporting customer satisfaction, product inquiries, and store sales objectives. Responded to customer inquiries, concerns, and complaints in person and by phone. Managed multiple priorities including customer requests, phone inquiries, front-end operations, reporting tasks, and team coordination. Built and maintained strong customer relationships through personalized service and follow-up. Maintained operational records, transaction details, reconciliation documents, and reports. Trained and mentored team members on communication standards, customer engagement practices, and operational procedures. Supported initiatives focused on improving productivity, customer satisfaction, workflow efficiency, and overall service delivery.

Managed customer accounts as the main point of contact for inquiries, order-related concerns, delivery updates, service requests, and account support needs. Built long-term customer relationships through proactive communication, timely follow-up, responsiveness, and personalized service. Identified client needs, service gaps, recurring issues, and account patterns; collaborated with internal teams to resolve concerns and improve outcomes. Coordinated among customers, operations teams, and service providers to support order execution, delivery updates, issue resolution, and customer satisfaction. Maintained customer profiles, account documentation, service records, and activity notes. Prepared account summaries, reports, status updates, and correspondence. Strengthened customer retention and account satisfaction through proactive follow-up, relationship management, and timely issue resolution.