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 8am-5pm (flexible based on business needs) and this position will report directly to a Team Lead.

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

·         Partner with Team Leaders to manage daily work flow to ensure successful operations of account

·         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

·         May be called on periodically to serve as shift supervisor

·         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

·         Train and/or coach Operation Specialist on company policies and practices

·         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

·         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

·         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