Operations Coordinator

$35,360 - $35,360/Yr

Virtual Agent - Nashville, TN

Full-time - Entry Level

Remote - Nashville, TN

Administrative and Support Services

About the position

The Operations Coordinator plays a crucial role in ensuring a seamless experience for clients, applicants, and team members at Virtual, Inc. This position focuses on processing applications, providing customer service support, and continuously improving operational processes. The coordinator will work in a fast-paced environment, handling various tasks while maintaining high standards of service and communication.

Responsibilities

• Process applications efficiently, meeting Service Level Agreements (SLA).
• Review and verify documents for eligibility, following clear guidelines.
• Address and resolve application discrepancies with clear communication.
• Provide customer service support (phone, email, and chat) to keep response times swift and efficient.
• Process score results promptly within SLAs.
• Assist with team training to ensure coverage during Paid Time Off (PTO) and peak seasons.
• Respond to coordinator alerts and inquiries in a timely manner.
• Keep process documentation updated and accurate.
• Regularly review website content for correctness.
• Safeguard confidential documents with the utmost care and security.
• Attend Client or Board meetings when needed.
• Continuously improve processes and suggest ways to reduce applicant phone calls, rework, and redundant tasks.
• Promote a positive Virtual experience for everyone you interact with.
• Be open to taking on other tasks that help drive success.

Requirements

• Passion for delivering exceptional customer service
• Strong communication skills, with the ability to convey information clearly and effectively over the phone
• Previous experience in customer service, call center, or related field preferred
• Proficiency in using computer applications, such as Microsoft Office Suite
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment
• Genuine desire to help others and make a positive impact on our clients' lives
• A team-player attitude
• Proven ability to drive process improvement and comfortably implement new tools and software
• Adaptability; the ability to change priorities as business changes occur
• Good problem-solver with an analytical mind
• Sense of urgency.

Benefits

• Paid time off