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