Now Hiring - TraxNYC - Sales / Customer Service Operations Assistant in New York, NY

Full description of the position

Role Overview This role exists to support the Sales Manager by observing, auditing, documenting, and improving operational flow across Sales, Customer Service, and Repairs. This is not a sales role. This is not a customer service role. This is an operations and systems role focused on execution, accountability, and clarity. May participate in internal operational reviews or meetings when requested by the Sales Manager. What You'll Be Doing 1. Workflow Observation & Process Documentation Observe real day-to-day workflows across departments Identify: * Process gaps * Missing information * Delays and handoff issues Document findings clearly and objectively Assist in drafting process notes, checklists, and SOPs for leadership review 2. Systems & Workflow Improvement Support Track recurring operational issues Identify inefficiencies and friction points Pitch workflow or system improvements Help implement approved process changes This role supports execution -- leadership makes final decisions. 3. Audits & Quality Control (Core Function) Perform: * LiveChat audits * Phone call audits * Order note and system audits Identify: * Repeated mistakes * Training gaps * Pattern-level issues Summarize findings concisely for Sales Manager review 4. KPI Tracking & Operational Reporting Track assigned KPIs, including: * Chat behavior and response quality * Missed handoffs between departments * Process compliance * Repair/exchange friction points Maintain clean trackers and dashboards Present data in concise, actionable summaries 5. Operational Support & Flexibility When audits and tracking are under control: * Assist with inventory postings * Support Customer Service or Sales during peak volume * Step into operational gaps as needed Required Skills & Qualifications This Role Requires Strong Computer Proficiency Candidates must be comfortable with: * Working across multiple systems simultaneously * Navigating CRMs, chat platforms, and internal tools * Tracking data accurately in spreadsheets or dashboards * Writing clear, professional documentation * Learning new software quickly without hand-holding This is a systems-heavy role. If you are not computer-savvy, this role is not a fit. Comfort With AI & Productivity Tools Candidates should be comfortable using modern productivity tools, including AI-assisted platforms (such as ChatGPT or similar tools), to support documentation, analysis, process drafting, and operational efficiency. AI tools are used to accelerate work, not replace judgment. The ability to use these tools responsibly, accurately, and professionally is expected. Who This Role Is For This role is ideal for someone who: * Is highly organized and detail-oriented * Notices patterns others miss * Is comfortable working inside systems all day * Executes instructions precisely * Communicates clearly and professionally * Can work closely with leadership without ego * Thrives in structured, high-expectation environments Who This Role Is NOT For If you want to close sales -> not a fit If you want a management title immediately -> not a fit If you dislike audits, tracking, or documentation -> not a fit If you are not confident using computers and internal systems -> not a fit Why This Role Matters Direct exposure to leadership and real decision-making Hands-on experience building operational systems Opportunity to grow into expanded responsibility based on performance Impact on client experience and revenue protection Growth is earned, not promised. Pay: $18.00 - $25.00 per hour Expected hours: 40.0 per week Benefits: * Employee discount * Paid time off * Paid training Work Location: In person