Specialist Home Strategic Operations - Work From Home

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The Home Strategic Operations Specialist is responsible for supporting an exceptional experience for both clients and sales teams through solution-based interactions utilizing a variety of contact mediums. This role will be required to build aptitude and comprehensive familiarity with business processes and technology to identify how the client and employee needs would best be served. This role will be required to work cross-functionally with corporate and field partners via established SOP to ensure clients are provided world class support. The specialist is responsible for problem solving and de-escalation of employee and client needs and experiences in addition to effectively capturing contacts to contribute to robust business intelligence. Daily tasks may include, but are not limited to, executing call center operations for Home Sales, national scheduling support of In-Home Consultations, order management, process improvement, escalation management and triage. This individual should exhibit high quality professional communication, both verbal and written, strong problem-solving skills and the ability to navigate multiple systems and applications to enable clienteling and sales. This role is remote eligible allowing you to work form home.


Key Responsibilities include, but are not limited to:

Client and Sales Enablement Operational Support
Responsible for daily delivery of the inbound call experiences for calls received via 1-800 numbers supporting Home Sales enablement in addition to other contact mediums
Responsible for ensuring all inbound contacts are handled with a high level of urgency to capture immediate needs and resolved professionally, efficiently and within SLA while gathering valuable business intelligence from each interaction
Utilize resources, active listening and anticipation of client needs to identify the most appropriate path to follow to resolve the client or employee need
Responsible for triage of client orders when necessary through appropriate avenues
Home Sales Operations Acumen
Understand and navigate a multitude of systems and applications in order to execute daily tasks such as CRM, CoreBlue, mPOS, OMA, RSS, FMS, Commerce Hub
Using a variety of resources in a fast-paced environment to deliver solutions and navigate business processes effectively
Identify system issues and create help desk tickets to expedite resolution. Alert leaders or cross-functional partners of issues or trends for triage, resolution and communication to the broader organization
Tactical Operations Execution
Including, but not limited to, specializing in a focus area on the team
Participate in short or long-term projects to improve operational efficiencies as assigned
Act as a supporting resource in process improvements and documentation
Execution of standardized operational processes to support day-to-day run-the-business operating model activities
Basic Qualifications
1 or more year of experience in phone-based customer service
Proficient user of Microsoft Office Suite
Ability to work a flexible schedule that includes days, nights, weekends and holidays
Preferred Qualifications
Ability to read, write and speak Spanish fluently

Company info

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