Operations Specialist - TELS Services

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* 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.
* ** Provides Customer Value** - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships.
* ** 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.
* ** Delivers Results** - Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action.
* ** Solves Problems** - Critically approaches problems, researching and leverages 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.
* ** Embraces Change** - Initiates change that drives results and welcomes innovative ideas. Demonstrates resilience and pushes forward through uncertainty and ambiguity. Quickly adapts approach, style and behavior on the fly.
* Core business hours are 6:00am – 6:00pm central time, with some flexibility depending on markets supported.
* Must be available for 24x7 on-call customer service rotations about six times a year, including weekends and holidays. Frequency decreases with tenure, and a stipend is provided.
** What You’ll Do and Impact:
*** Respond to customer and service provider requests via phone and email, diagnosing needs through effective questioning.
* Act as a customer advocate, managing escalations and collaborating with cross-functional teams to eliminate service delays.
* Set clear expectations for service provider performance, maintaining relationships and ensuring high-quality documentation of actions, SLAs, and expectations.
* Occasionally engage with Regional Maintenance Directors, Executive Directors, and Facility Maintenance Directors to support ongoing operations.
* Contribute to process improvement initiatives, training and mentoring new hires, and participating in special projects as assigned by leadership.
** Additional Items of Interest:
*** Bachelor’s degree strongly preferred
* Job to be performed in the location listed. Generous benefit package available. Click  to learn more.
** Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse work forces.
** 2013 to 2025 Direct Supply, Inc. All rights reserved.
* In the Operations Specialist, TELS Services position, you'll be the primary liaison between suppliers and customers, ensuring seamless communication and advocating for customer outcomes. You'll frequently handle customer escalations, working closely with service providers and internal teams to resolve issues. By engaging in consistent phone-based communication, you'll help facilitate successful outcomes.
** Skills Needed:
** Ability to
** use systems and technology to multi-task, manage time and create efficiencies**.
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* Experience:

** 2+ years of previous customer-service experience

Experience with ticketing software Direct Supply delivers solution-drivenplatforms, products and services to helpsolve the toughest challenges facing

Senior Living and Healthcare. For morethan 35 years, we’ve grown consistentlywhile expanding our offering of innovative solutions for virtually everycritical area of senior health across the continuum of care.

If you asked our 1,200+ Partners whatseparates Direct Supply from otherapplied technology companies, it’s thatwe are 100% employee owned anddriven to work with a purpose. Every day,we strive to honor our mission ofenhancing the lives of millions ofseniors and healthcare professionals ina results-oriented agile environment thatgives our Partners the necessary toolsand flexibility to truly bring what’s nextto Healthcare.
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