CONFLUX SYSTEMS · 12 hours ago
Customer Services Support Operator
Cary, NC
Contract
Hybrid
Entry, Mid Level
$30/hr - $33/hr
2+ years expConflux Systems is seeking a Customer Services Support Operator to enhance their service organization. The role involves effectively deploying resources, ensuring timely customer communications, and managing service events to deliver a world-class customer experience.
ConsultingInformation Technology
Responsibilities
Effectively deploy resources within the service organization to ensure service activities are appropriately aligned with contractual agreements
Direct large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution
Accountable for delivering world-class customer experience by providing 24/7 support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload
Report to the Zone Operations Manager and be part of a team focused on customer success
Deliver ETAs, clarify service expectations, and manage escalations professionally as often the first point of contact for customers
Involve dynamic prioritization and re-scheduling based on field conditions
Own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment
Apply critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources
Own customer communications E2E for all service events
Navigate complex discussions with customers when scheduling appointments
Manage and apply prioritization logic that aligns with customer commitments
Own the deployment of field resources; be the decision maker, coordinate with field management displaying strong influencing & collaborative skills
Manage capacity planning to meet cyclical demand ensuring delivery of customer commitments
Utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment
Manage multiple notifications and prioritize based on urgency, contract type, and customer impact
Demonstrate the ability to interpret priority scores, effect codes, and contract deliverables to make informed decisions
Qualification
Required
2-5 years' experience in a customer relationship related role, in a fast-paced environment
Familiarity with dispatching platforms (e.g., CAD, Microsoft Suite) and the ability to interpret system-generated data (e.g., workload, proximity, credential restrictions) is key
Candidates should be comfortable navigating dashboards and using structured data to guide decisions
Positive attitude and passion for customer service
Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of quality
Experience communicating ideas and rationale to internal teams and customers
Must have excellent interpersonal skills, interact favorably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity
Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue
Strong PC skills (MS office software like Word, PowerPoint, Excel and Outlook)
Associate degree or equivalent experience required
Preferred
Ability to professionally investigate and respond to requests in a timely manner
Strong communication skills and are adaptable to change
Ability to think at a high level and apply business concepts
Experience to anticipate customer needs
A history of acting as a collaborative team player with cross-functional teams
An interest in solving problems that don't have obvious solutions
Company
CONFLUX SYSTEMS
Conflux Systems, Inc. is a business consulting firm specializing in software development and business intelligence.
51-200 employees
H1B Sponsorship
CONFLUX SYSTEMS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (99)
2024 (92)
2023 (147)
2022 (174)
2021 (127)
2020 (107)
Funding
Current Stage
Growth StageCompany data provided by crunchbase