Operations Specialist

Position Summary: Under general supervision the Office Manager, provides support in functional areas of the Operations department, which may include assisting with other Operation team members on customer service, concierge, installation, and service tech issues. Relies on general instructions and pre-established guidelines to perform the functions of the job.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Pull reports for Surveys Releasing one month out. Work with CCR’s on resolving issues where needed. Make escalated calls to customers that CCR’s can not resolve. Escalate to Bobby or Dana if needed.

• Monitor Rep.com to keep monthly scores above 800. Train CCR’s on invites to send, and also monitor surveys with positive comments, and ask CCR’s to send out the invitations.

• Onboard and train all incoming CCR’s. Come up with training plan and put into writing.

• Plan and run a weekly CCR meeting. One new subject should be addressed each week with talking points, and why that issue is important.

• Deal with escalated customer calls before they are transferred to Bobby or Dana.

• Participate in weekly leadership meetings both branch wide and BORO leadership meetings.

Competencies: To perform the job successfully, an individual should demonstrate the following.

Adaptability – Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.

Communications – Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

Dependability – Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.

Quality – Applies feedback to improve performance. Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Monitors own work to ensure quality.

Quantity – Achieves established goals. Completes work in timely manner. Meets productivity standards.

Strives to increase productivity. Works quickly.

Teamwork – Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others’ views. Gives and welcomes feedback. Puts success of team above own interests.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Ability:

Read and comprehend simple instructions, short correspondence and memos. Write simple correspondence. Effectively present information in one-on-one and small group situations to customers, clients and other employees.

Employees must display strong interpersonal skills, adaptability, sensitivity, dependability, oral and written communications skills, organizational skills, work standards and follow up.

Mathematical Ability:

Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.

Reasoning Ability:

Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Deal with problems involving several concrete variables in standardized situations.

Computer Skills:

Intermediate knowledge of Microsoft Office 365 including Word, Excel, Outlook, PowerPoint, SharePoint, and Teams.

Certificates and Licenses:

Not applicable.

Supervisory Responsibilities: Not applicable.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Works indoors in a climate-controlled setting.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must

occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.