Operations Support Specialist

Job Description 

Operations Support Specialist

Job Level: S3

Summary/objective

isolved associates contribute to a positive work environment that is

entrepreneurial and high performing. An Operations Specialists handles various customer-facing and administrative tasks to ensure an optimal offboarding experience for customers.

Core Job Duties

• Acts as an escalation point for terminating clients and internal stakeholders on related questions and requests.

• Maintains a high rate of client satisfaction through superior customer service.

• Handles a high volume of internal cases/tickets via isolved's CRM in both written and verbal form. Individual must be comfortable speaking virtually with various client audiences ranging from business owners, Administrators, Directors, etc.

• Perform tactical processes related to client offboarding including removing payroll schedules, removing legal services, etc. Requires a working knowledge of isolved People Cloud.

• Ability to be efficient and organized while working though large caseloads.

• Continuously enhance productivity and efficiency.

• Utilizes a creative, problem-solving skillset to assess and provide solutions to complex problems.

• Provides high level of detail in work

• Assists in analyzing terminations in preparation of monthly loss report.

• Assist with other internal operational projects or requests as assigned.

• Aligns work and attitude to our core values: Accountability, Collaboration, Trust.

Job Complexity

• As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways.

Interaction

• Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures.

Supervision

• Acts independently to determine methods and procedures on new assignments. Exercises initiative and judgement in completing recurring assignments. Often acts as a facilitator and team leader.

Experience

• Typically requires a minimum of 1-2 years of related experience.

Scope

• N/A

Discretion

• N/A

Minimum Qualifications

• 1-2 years' experience in isolved Customer Support

• Excellent time management skills and the ability to prioritize projects without leaving the customer at risk

• Ability to adapt to multiple channels of customer inquiries (phone, tickets, email)

• Ability to maintain a positive attitude under challenging circumstances

• Clear communication skills and the ability to instruct clients with both verbal and written instructions

• In depth knowledge isolved functionality in an assigned, specific area of support

• Excellent interpersonal skills

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Nonexempt

Location

Remote

Internal Job Title

Operations Support Specialist

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