Office Flow Coordinator

Benefits

• 401(k)
• Competitive salary
• Opportunity for advancement

$20.25 per hour.

Part-time, 8:30 AM–12:30 PM

The Cuyahoga Falls Office & Call Flow Coordinator is responsible for ensuring that the business operates smoothly throughout the workday and that every incoming customer call or inquiry receives prompt attention.

The primary responsibility of this position is to answer incoming calls, identify the customer’s needs, and quickly connect or park the call for the appropriate sales or service team member. The Coordinator also monitors customer inquiries, office workflow, basic policy compliance, reporting, and daily operational needs to ensure issues are identified and addressed quickly.

This position serves as the responsible on-site presence in the Cuyahoga Falls office and helps maintain organization, accountability, accuracy, and a high level of customer service.

• Answer incoming calls promptly and professionally.
• Determine whether each caller needs sales, service, payment assistance, or another form of support.
• Place or park calls into the appropriate queue so the correct team member can assist the customer
• Monitor parked calls to ensure customers are actually picked up by an available team member
• Follow up when a parked or transferred call is not answered.
• Monitor missed and abandoned calls throughout the day and ensure customers are contacted promptly.
• Take accurate messages when appropriate and ensure they reach the correct employee.
• Escalate urgent or unresolved customer situations to the appropriate leader.
• Maintain the standard that every customer receives timely assistance and no call is ignored or forgotten.

• Monitor incoming web leads, voicemails, messages, and other inbound customer inquiries.
• Ensure new leads and inquiries are assigned to the appropriate team member promptly.
• Identify leads or inquiries that have not received timely follow-up.
• Follow up with team members when customer inquiries remain outstanding.
• Escalate neglected or unresolved leads and customer requests when necessary.
• Help ensure inbound opportunities are not lost because of delayed or missed follow-up.

• Actively monitor call volume and customer demand throughout the day.
• Communicate with sales and service employees when customers are waiting.
• Help coordinate lunches and breaks to maintain adequate customer coverage.
• Identify coverage issues before they negatively affect customers.
• Notify management when call volume exceeds available staffing or when recurring coverage problems are identified.
• Identify patterns involving unanswered calls, excessive wait times, or other breakdowns in call handling.
• Work with leadership to continuously improve the customer call experience.

• Assist customers with routine requests that fall within the scope of the position.
• Take customer payments when appropriate.
• Gather basic information from customers before connecting them with an agent.
• Direct customers to the appropriate sales or service resource.
• Greet and assist customers or visitors who come into the Cuyahoga Falls office.
• Receive and document customer complaints before escalating them to the appropriate team member or manager.
• Maintain a professional, friendly, and helpful demeanor with every customer interaction.

• Perform routine audits of recently written policies to verify required documentation and administrative steps have been completed.
• Verify that required electronic signatures have been completed and identify outstanding signatures requiring follow-up.
• Identify missing, incomplete, or inconsistent policy documentation and communicate deficiencies to the appropriate employee or manager.
• Track completion of outstanding documentation and follow up until deficiencies are resolved.
• Review policy records for other administrative requirements established by company leadership.
• Track and report the percentage of customers enrolled in automatic payments.
• Track other operational, customer, or policy metrics requested by leadership.
• Prepare recurring reports…