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Operations Customer Support Specialist

Operations Customer Support Specialist

Job ID 
10764
Type 
Regular Full-Time
Company 
Fred Hutchinson Cancer Research Center
Location 
US-WA-Seattle
Category 
Clinical Research Support Services

More information about this job

Overview

Cures Start Here. At Fred Hutchinson Cancer Research Center, home to three Nobel laureates, interdisciplinary teams of world-renowned scientists seek new and innovative ways to prevent, diagnose and treat cancer, HIV/AIDS and other life-threatening diseases. Fred Hutch’s pioneering work in bone marrow transplantation led to the development of immunotherapy, which harnesses the power of the immune system to treat cancer. An independent, nonprofit research institute based in Seattle, Fred Hutch houses the nation’s first and largest cancer prevention research program, as well as the clinical coordinating center of the Women’s Health Initiative and the international headquarters of the HIV Vaccine Trials Network. Careers Start Here. 

The basic duties of an Operations Customer Support Specialist are to manage the flow of a workplace and optimize day-to-day activities. The role involves tasks like analyzing business operations and identifying customer needs in order to bring the two closer together. Detail-oriented with the ability to look at the bigger picture. In order to determine where improvements can be made in business procedures, the Operations Specialist is responsible for tracking and analyzing important reports. Examples of such reports are budgets, operation activity and department metrics. The Operations Specialist will use them to determine trends and variances and identify areas in which positive changes can be made. In order to create an accurate depiction of business objectives, it is essential that an Operations Specialist identifies the needs of the customer. They can achieve this by observing the consumers, collecting surveys and then analyzing customer feedback.  The Operations Customer Support Specialist serves as the liaison between all departments to achieve a cohesive end result.

Responsibilities

  • Resolve operational problems within the defined schedules and service level agreements.
  • Analyze root causes of operational malfunctions and provide resolutions.
  • Handle escalated issues and follow-up on outstanding issues promptly.
  • Develop preventive measures and document issue resolution procedures.
  • Recommend process improvements to improve operational efficiency and cost-effectiveness.
  • Evaluate current operational processes and recommend improvements.
  • Contribute to business meetings and report on issue status.
  • Address customer issues promptly and accurately.

Qualifications

  • Skills with use of Microsoft Word Office Suite, such as Word and Excel
  • Strong quantitative and analytical skills
  • Collaborative worker and teambuilding ability
  • Able to work under a flexible schedule
  • Knowledge of content management systems

Our Commitment to Diversity

We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We are proud to be an Equal Opportunity and VEVRAA Employer. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability, marital or veteran status, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at escmail@fredhutch.org or by calling 206-667-4700.