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KellyOCG · 1 day ago

Live Operations Specialist

United States

Contract

Remote

Entry, Mid Level

$22.87/hr - $22.87/hr

2+ years exp

KellyOCG is piloting a new offering in the health sector, and they are seeking a Live Operations Specialist to join a small team responsible for ensuring successful deliveries with zero error rates. The role focuses on proactive communication with delivery drivers and merchants, troubleshooting issues, and executing workflows to meet exceptional service level agreements.

Consulting

No H1B

Responsibilities

Address merchant & driver issues with empathy and urgency - over the phone, SMS and email

Proactively identify issues and potential failures and implement mitigation tactics

Execute workflows that ensure we meet exceptional SLAs

Identify trends & communicate findings to the broader teams to improve our processes

Develop a deep expertise in our product, processes, systems, tools

Be an early part of a collaborative team that prides itself with world-class customer service for a vital industry leading technology platform

Qualification

Customer serviceProblem solvingTechnical fluencyGoogle SheetsBilingualG-SuiteSlackAtlassianSalesforceAirtableWritten communication

Required

You have a Bachelor's degree or equivalent amount of work experience

You have 2+ years of work experience in a fast-paced customer-facing role in technology, hospitality, logistics, operations or healthcare

You are a highly-motivated individual that can work independently

You are a natural problem solver, willing to triage problems that may not have a pre-defined solution

You can speak fluent English and have above average technical fluency (typing speed of 40 WPM)

You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using our client's brand voice and tone

You are above average in technological fluency and are especially comfortable with Google Sheets