Operations Specialist

Express Employment Professionals - Cincinnati East; Littleton (CO); On-site; USD 42,000 - 66,000; Full time

Job summary

Express Employment Professionals - Cincinnati East is seeking an Operations Specialist to serve as the frontline liaison and customer advocate. You will respond to inquiries by phone and email, handle complaints with empathy, and maintain accurate records while reflecting the organization’s values.

The role emphasizes clear, respectful communication, problem-solving, and collaboration across departments to ensure smooth operations and positive customer experiences.

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.

Responsibilities

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

Skills

Professional

Excellent verbal & written comms

Positive

Flexible

Team-oriented

Reliable

Job description

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 elevate 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