Senior Operations Specialist - Residential Dispatch (3103)

| Chicago

Title: Senior Operations Specialist – Residential Dispatch

Department: Residential

Summary

The Senior Operations Specialist will help to manage the day-to-day client account operations.  They will act as a point of contact for the client and provide support to their fellow Operation Specialists.  This is a full time, non-exempt position. The schedule for this position is Monday- Friday 8:00 AM-5:00 PM and this position will report directly to the Associate Director of Operations. 

Responsibilities

  • Develop and maintain positive client relations required to ensure superior client satisfaction
  • Receive and handle client calls and email requests for services
  • Manage real-time inquires while keeping track of and responding to commitments to follow up with client and Affiliate inquires
  • Identify, research, and resolve client issues using the company’s web-based systems and databases
  • Resolve or escalate all disputes or un-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 scopes of work throughout the duration of the relationship
  • Provide market intelligence feedback to maximize client satisfaction and to ensure strategies and policies are in place to attract and retain clients
  • Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
  • Seek ways to innovate or improve current processes and procedures
  • Enter information into our database and ensure consistency and accuracy
  • Manage the scheduling and completion of all services assigned by clients
  • Be able to educate clients on the benefits of the SMS Assist service offering
  • Resolve most/all client and Affiliate issues without escalation
  • Provide creative solutions to meet client needs and maximize value
  • Train and/or coach Operation Specialist on company policies and practices
  • Contribute to special projects and continuous improvement initiatives, as requested by Operation’s management or the client
  • Provide management with recommendations to changes in procedures, as needed
  • Shift flexibility may be required
  • May be called on periodically to serve as shift supervisor
  • Other duties/special projects as directed

Competencies

  • Flexible, adaptable 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
  • Ability to manage projects, as assigned

Qualifications 

    Minimum Qualifications

  • Associate’s Degree or equivalent work experience (3+)
  • Previous experience as an Operations/Client Service Specialist
  • Computer Skills: Advanced proficiencies in: Microsoft Word, Excel, PowerPoint, and Outlook
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Location

875 North Michigan Avenue , Chicago, IL 60611

What are SMS Assist Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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