Office and Work Flow Coordinator

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Position Purpose

The Las Vegas Office & Call Flow Coordinator is responsible for ensuring the business operates smoothly, answering incoming calls, monitoring customer inquiries, and maintaining a high level of customer service.

Primary Responsibilities

• Call Handling & Customer Experience: Answer incoming calls promptly and professionally, determine customer needs, place or park calls, monitor and follow up on parked calls, and escalate urgent situations.

• Inbound Inquiry Management: Monitor and assign new leads and inquiries, follow up on outstanding leads, and escalate neglected or unresolved leads.

• Office Call Flow & Coverage: Monitor call volume, communicate with employees, coordinate breaks, and notify management of coverage issues.

• Customer Support: Assist customers with routine requests, take payments, direct calls, greet visitors, and handle complaints.

• Auditing & Reporting: Perform routine audits, verify documentation, track customer enrollment in automatic payments, and prepare reports.

• Administrative & Leadership Support: Provide support to upper management, complete assignments, research information, and assist with data entry.

• New-Hire & Team Support: Prepare workstations, support new employees, reinforce procedures, and help ensure employees follow established call-handling and customer-service procedures.

• Operational Reporting & Accountability: Monitor office and customer-service issues, provide leadership with a daily operational update, and communicate operational or behavioral issues to management.

What This Position Does Not Own

• Hiring or termination decisions
• Formal employee discipline
• Employee performance reviews
• Compensation decisions
• Sales quotas or producer performance management
• Final staffing decisions
• Changes to company policies

Standard for Success

A successful Las Vegas Office & Call Flow Coordinator ensures that calls are answered, customers are connected with the appropriate person, missed opportunities are recovered, inbound inquiries receive timely follow-up, required policy documentation is completed, basic operational metrics are accurately reported, management requests are followed through to completion, the office remains organized, and leadership knows about problems before they become larger issues. The Coordinator should make the Las Vegas operation more reliable, responsive, accurate, and organized while allowing sales and service employees to remain focused on serving customers and producing results.