Operations Specialist

Operations Specialist

Full-time

Department Name:
Customer Service

Office Type:
Onsite

Compensation: USD 35,360 - USD 52,000 - yearly

Customer Support & Issue Resolution

• Serve as a primary point of contact for client inquiries related to ASO services.
• Resolve customer issues efficiently while delivering a high-quality service experience
• Triage and elevate complex cases appropriately while maintaining ownership through resolution
• Partner with internal teams to ensure timely and accurate responses to client needs

Operational Excellence

• Support day-to-day operational workflows to ensure service delivery meets SLA and quality standards
• Identify process gaps and recommend improvements to enhance efficiency and client satisfaction
• Maintain accurate documentation, case notes, and system records

Process Improvement & Innovation

• Proactively identify trends in customer inquiries and recommend scalable solutions
• Contribute to continuous improvement initiatives, SOP development, and knowledge base updates
• Assist in testing and implementing new tools, workflows, or process enhancements

Cross-Functional Collaboration

• Work closely with HR, Payroll, Benefits, Compliance, and other internal teams to ensure seamless service delivery
• Act as a liaison between clients and internal departments to drive resolution and clarity
• Support internal training efforts by sharing insights and best practices

Reporting & Data Analysis

• Track and analyze customer service metrics (response times, resolution rates, satisfaction)
• Provide insights and recommendations to improve performance and client experience

• 24+ years of experience in operations, customer support, or client services (ASO, HR services, or related preferred)
• Strong problem-solving skills with the ability to manage multiple priorities
• Excellent verbal and written communication skills
• High attention to detail and organizational skills

Preferred

• Experience in an ASO, HR outsourcing, or related environment
• Familiarity with HRIS, CRM, or case management systems
• Understanding of payroll, benefits administration, or employment practices

Please see our company Benefits:

• Medical, Dental, Vision
• Life Insurance and AD&D
• FSA / HSA
• Accident
• Critical Illness
• Hospital Indemnity
• Supplemental Health Insurance
• EAP
• Pet Insurance
• 11 Paid Holidays
• Flexible PTO
• 401K