SMS Assist is looking for a Turns Operations Specialist to join our growing team! 

Core Responsibilities

• Develop and maintain positive customer relations required to ensure superior customer satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments to follow up with customer/affiliate inquires
• Identify, research, and resolve customer issues using the company’s web-based systems and databases
• Source new affiliates to perform required services, as needed
• Resolve or escalate all disputes or dis-satisfied service confirmations
• Remain on the queue and address all requests
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
• Enter information into our database and ensure consistency and accuracy
• Manage the scheduling and completion of all services assigned by customers
• Spend time on the queue and handling customer questions
• Role model and demonstrate professionalism in communication, relationship development, customer service, etc.
• Shift flexibility may be required
• Other duties/special projects, as directed
• Follow up with affiliates to ensure work is completed in a timely manner
• Escalate affiliate issues and/or Client complaints with Turn Manager and/or Asst. Director/Director
• Manage affiliate daily schedules and assignments

Education and Experience

• Associate’s Degree or equivalent work experience
• Strong written and verbal communication skills
• Strong Microsoft product skills, very strong Excel skills and a facility for numbers – understand how to manage a spread sheet
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment
• Strong alignment to our company values - Entrepreneurial Spirit, One Team, Passion for Service, and Integrity
• Traits: attention to detail, ability to work under pressure

Additional Requirements

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

Job Classification

• This is a full time non-exempt position
• The schedule for this position is Monday- Friday 8:00 AM-5:00 PM,
• Internally this position is known as Operations Specialist – Turns

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.