Operations Specialist

Credentia Services; Town of Florida (NY); On-site; USD 30,000 - 50,000; Full time

Job summary

Credentia Services is looking for a customer support representative in Town of Florida, New York. This role involves managing support tickets, handling inbound communication from candidates and internal clients, and maintaining customer database interactions.

Applicants should possess a High School Diploma/GED and at least one year of call-center experience. The position demands excellent communication skills, attention to detail, and the ability to solve practical problems while delivering excellent customer satisfaction.

Qualifications

• 1 year of call-center experience.
• Ability to read and comprehend instructions and correspondence.
• Extreme attention to detail and ability to adapt in stressful situations.

Responsibilities

• Troubleshoot and resolve support tickets.
• Receive inbound calls and emails from candidates and internal customers.
• Update registry and renewals.

Skills

Customer service skills

Problem-solving ability

Attention to detail

Communication skills

Education

High School Diploma or GED

Job description

Essential Duties and Responsibilities

• Troubleshoot and resolve support tickets
• Receive inbound calls and emails from candidates and internal customers
• Update registry and renewals
• Facilitate and coordinate resources for ADA accommodation requests
• Manage internal system workflows; includes approval for testing, reciprocity, renewals, etc.
• Manage and update customer database by documenting each interaction
• Escalate day-to-day call/system error trends to Development team to ensure excellent customer satisfaction and to improve internal system performance
• Other duties as assigned

Supervisory Responsibilities

None

Qualifications

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: High School Diploma, or general education degree (GED), 1 year call-center experience, and training or equivalent combination of education and experience.

Language Ability: Ability to read and comprehend instructions, correspondence, and memos. Ability to write moderately complex correspondence. Ability to effectively converse and present information in one‑on‑one and small group situations to customers, clients, and other employees of the organization.

Math Ability: Ability to add, subtract, multiply and divide on all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percent.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret feedback from non-skilled technical system users to uncover the source of problems and persistently provide solutions. An extreme attention to detail is required to ensure proper documentation of facts. Ability to adapt well in the face of workplace stressors such as customer service complaints, maintaining the security of data, competing priorities of high significance to the successful function of the department.

Computer Skills:

Certificates and Licenses: None

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. A typical, climate‑controlled office environment exists. The worker is not substantially exposed to adverse environmental conditions.

Physical Demands: Sedentary work. Substantial repetitive movements of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to view a computer monitor including extensive reading. Ability to speak and hear to interact with callers and coworkers.

Equal Employment Opportunity / Non‑Discrimination Statement: Credentia Nurse Aide, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Attendance: Worker must have regular, predictable attendance and punctuality to adhere to the required work schedule.