POSITION SUMMARY:

The Operations Specialist is responsible for providing customer support through scheduled meetings using phone and/or online video conference. The role is responsible forensuring a timely response to internal and external customer inquiries while demonstrating the core department philosophies: Be Proactive, Be Actionable, and Be Creative. The role is also responsible for seeking production and customer experience improvements within the Department.

POSITION RESPONSIBILITIES:

1. Monitor and deliver identified outcomes from scheduled meetings with customers
2. Contact customers when they have technical difficulties to join the scheduled video calls
3. Follow protocols to guide customers through the setup of their speech device
4. Create and deliver custom keyguard drawings and provide apps for install upon customer request
5. Maintain HIPPA and FERPA laws in accordance with the compliance requirements
6. Adhere to all departmental procedures, processes, and workflows
7. Follow and promote the department and corporate mottos (7 Rules of Engagements, 5S Methodology, and BE3)
8. All other duties as assigned

CORE COMPETENCIES, SKILLS & ABILITIES:

1. Familiarity with salesforce software
2. Familiarity with Apple devices
3. Familiarity with Adobe products
4. Ability to learn and understand technology
5. Ability to clearly communicate with customers to share information, address possible issues, resolve issues, recommend possible solutions, implement changes to processes/workflows, etc.
6. Ability to clearly interpret information and its impact on the various activities and functions of the team