Operations Support Specialist

1 day ago


Richardson, Texas, United States Agile People and Payroll LLC Full time
About Us

At Agile People and Payroll, LLC, we value diversity and inclusivity as strengths that make our teams successful, and we are passionate about helping our employees reach their full potential. As a Operations Support Specialist, we want you to feel that your employment with us will be meaningful, mutually beneficial, and enjoyable.

Position Summary

As a Operations Support Specialist, you will be an integral part of our call center operations, helping customers through various communication channels. You will handle inquiries, resolve issues, call existing customers, enroll new customers and ensure customer satisfaction while adhering to company policies and procedures. This role requires flexibility in scheduling and job functions to support operations in areas requiring assistance based on business needs.

Key Responsibilities
  • Handle inbound and outbound customer calls, emails, and chats in a professional and courteous manner.
  • Listen attentively to customer inquiries, assess their needs, and provide accurate information or solutions.
  • Assist customers with product or service-related questions, assessing health insurance needs and processing enrollments.
  • Follow predefined scripts and procedures to ensure consistency in customer interactions and adherence to compliance regulations.
  • Identify and escalate priority issues or unresolved concerns to your team lead or manager for further assistance.
  • Document all customer interactions accurately and thoroughly in the company's database or CRM system.
  • Conduct calls to existing and potential customers to follow up on enrollment status.
  • Conduct calls to insurance agents to introduce them to us and seek their participation in our programs.
  • Meet or exceed performance metrics, including quality assessments, call handling time, first call resolution, and customer satisfaction scores.
  • Participate in ongoing training sessions to stay updated on product knowledge, company policies, and customer service best practices.
  • Collaborate with team members and team leads to maintain a positive work environment and achieve team goals.
  • Adapt to changing priorities and multitask effectively in a fast-paced contact center environment.
Requirements
  • High school diploma or equivalent experience.
  • 2-4 Years of experience in a call center or customer service role.
  • Active Texas Health and Life Insurance License.
  • Excellent communication skills, both verbal and written, with a clear and professional phone manner.
  • Strong problem-solving abilities and the ability to remain calm and patient under pressure.
  • Proficiency in using computer systems, navigating multiple software applications, and typing accurately.
  • Ability to work flexible hours, including evenings, weekends, and holidays, based on business needs.
  • Demonstrated reliability, punctuality, and a strong work ethic.
  • Commitment to providing exceptional customer service and achieving performance targets.
  • Ability to work effectively both independently and as part of a team in a collaborative environment.
What We Offer
  • Above Industry Average Compensation (with Bonus Programs).
  • Comprehensive Employee Benefits Package (Health, Dental, Vision Insurance + 401k).
  • Growth Opportunities.


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