OfferDrill.

Jobs › Direct Supply

This position has closed. Direct Supply removed this listing from their careers page on Oct 6, 2026. The interview prep below is still useful, and there are similar open roles at the bottom of this page.

Operations Specialist - TELS Services

Direct Supply · Milwaukee, WI · Full time

Posted Aug 28, 2026 · We last checked this listing on Oct 5, 2026

Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about a time you advocated for a customer even when it made things harder for you or your team.

What they are checking: Whether they truly put customer outcomes first, which is the core of being the liaison in this role.

Describe a time you had several urgent escalations at once. How did you decide what came first?

What they are checking: Whether they triage by real impact, like resident safety or facility operations, instead of whoever is loudest.

Tell me about a goal you hit that took steady effort over weeks, not one big push.

What they are checking: Whether they deliver results through consistent follow-through, which matters more than heroics in this role.

Tell me about a time you had to deliver bad news to a customer. How did you do it?

What they are checking: Whether they are honest and direct with bad news while still offering a path forward.

What would you do

A senior living customer calls escalating because a service provider didn't show up for a repair they were promised today. What do you do?

What they are checking: Whether they can take ownership in the moment, calm the customer, and line up a real recovery plan.

How would you hold a service provider accountable when they keep missing timelines, but they're also hard to replace?

What they are checking: Whether they can push for better performance while keeping a working relationship with a partner they depend on.

When a customer and a service provider tell you two different stories about what happened, how do you sort it out?

What they are checking: Whether they gather facts fairly before deciding, rather than siding with whoever they talked to first.

A customer is upset about the cost of a repair the provider quoted. How do you handle that while protecting profitability?

What they are checking: Whether they can balance customer satisfaction with the business side, which the posting names directly.

About the work

Most of this job is phone-based. How do you keep a tense phone conversation productive?

What they are checking: Whether they have real techniques for tone, listening, and steering a call when the other person is upset.

How do you document an escalation so someone else could pick it up tomorrow without calling you?

What they are checking: Whether they write clear, complete notes, since cases often pass between people and teams.

Practice this interview out loud.

Offer builds a real interview for this exact role at Direct Supply from your resume and this job description, asks the questions one at a time, and tells you what landed. The first one is free.

Practice this out loud

The full job description

As published by Direct Supply.

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. 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: • 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 le verages 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. • Ability to use systems and technology to multi-task, manage time and create efficiencies . • 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. Experience: • 2+ years of previous customer-service experience • Experience with ticketing software Additional Items of Interest: • Bachelor’s degree strongly preferred Job to be performed in the location listed. Generous benefit package available. © 2013 to 2026 Direct Supply, Inc. All rights reserved.