Operations Specialist

AfterTERM: Full Time – up to 40 hours per week, Monday–Friday, 9:00 AM to 6:00 PM
CLASSIFICATION: Non-exempt

JOB SUMMARY

The Operations Specialist reports to the Operations Manager.

The ideal candidate is:

• Professional
• An excellent verbal and written communicator
• Positive
• Flexible
• Team-oriented
• Reliable

PURPOSE & ROLE

• Serve as the frontline liaison and customer support
• Ensure positive experiences that reflect the organization’s values
• Solve problems, answer questions, and be a company advocate

CORE RESPONSIBILITIES

• Respond promptly to inquiries via phone and email
• Handle complaints with empathy and escalate when appropriate
• Maintain accurate records of interactions

PERFORMANCE EXPECTATIONS

• Deliver accurate, clear, and respectful communication
• Take ownership of issues until resolved or properly escalated
• Follow established protocols and compliance guidelines

PROFESSIONAL CONDUCT

• Treat everyone with respect and courtesy
• Maintain a calm, professional tone—even in challenging situations
• Take accountability for mistakes and focus on solutions

TEAMWORK & COLLABORATION

• Share knowledge and support team members
• Participate in training, meetings, and feedback sessions
• Communicate effectively across departments to resolve cross-functional issues

CONTINUOUS IMPROVEMENT

• Identify recurring issues and suggest improvements
• View feedback as an opportunity for growth

AVAILABILITY & SCHEDULING

• Be punctual and adhere to scheduled work hours
• Be flexible in ensuring proper coverage and smooth handoffs during breaks, time off, or shift changes

ATTITUDE & MINDSET

• Approach daily responsibilities with a can-do attitude, optimism, empathy, and a growth mindset
• Treat teammates with care and work collaboratively
• Be solutions-oriented
• Embrace challenges as opportunities to learn and improve

QUALIFICATIONS

• At least two years of experience performing similar or related work
• Experience responding to inquiries via phone and email is preferred but not required
• Strong confidentiality practices, organizational skills, and attention to detail
• Excellent verbal and written communication skills