Office and Work Flow Coordinator

Benefits

• 401(k) plan
• Competitive salary
• Opportunity for advancement

Position Schedule

Part-time, 8:30 AM–12:30 PM

Position Purpose

The Cuyahoga Falls Office & Call Flow Coordinator is responsible for ensuring the business operates smoothly and that all incoming customer calls or inquiries receive prompt attention.

Primary Responsibilities

• Answer incoming calls promptly and professionally.
• Determine whether each caller needs sales, service, payment assistance, or another form of support.
• Place or park calls into the appropriate queue so the correct team member can assist the customer.
• Maintain the standard that every customer receives timely assistance and no call is ignored or forgotten.
• Monitor missed and abandoned calls throughout the day and ensure customers are contacted promptly.
• Take accurate messages when appropriate and ensure they reach the correct employee.
• Escalate urgent or unresolved customer situations to the appropriate leader.
• Monitor office workflow, basic policy compliance, reporting, and daily operational needs to ensure issues are identified and addressed quickly.

Lead & Inbound Inquiry Management

• Monitor incoming web leads, voicemails, messages, and other inbound customer inquiries.
• Ensure new leads and inquiries are assigned to the appropriate team member promptly.
• Help ensure inbound opportunities are not lost because of delayed or missed follow-up.
• Help coordinate lunches and breaks to maintain adequate customer coverage.
• Notify management when call volume exceeds available staffing or when recurring coverage problems are identified.
• Identify patterns involving unanswered calls, excessive wait times, or other breakdowns in call handling.
• Work with leadership to continuously improve the customer call experience.

Office Call Flow & Coverage

• Actively monitor call volume and customer demand throughout the day.
• Communicate with sales and service employees when customers are waiting.
• Coordinate lunches and breaks to maintain adequate customer coverage.
• Identify coverage issues before they negatively affect customers.
• Notify management when call volume exceeds available staffing or when recurring coverage problems are identified.
• Identify patterns involving unanswered calls, excessive wait times, or other breakdowns in call handling.
• Work with leadership to continuously improve the customer call experience.

Customer Support

• Absorb routine requests that fall within the scope of the position.
• Take customer payments when appropriate.
• Gather basic information from customers before connecting them with an agent.
• Direct customers to the appropriate sales or service resource.
• Greet and assist customers or visitors who come into the Cuyahoga Falls office.
• Receive and document customer complaints before escalating them to the appropriate team member or manager.

Auditing & Reporting

• Perform routine audits of recently written policies to verify required documentation and administrative steps have been completed.
• Verify that required electronic signatures have been completed and identify outstanding signatures requiring follow-up.
• Identify missing, incomplete, or inconsistent policy documentation and communicate deficiencies to the appropriate employee or manager.
• Track completion of outstanding documentation and follow up until deficiencies are resolved.
• Review policy records for other administrative requirements established by company leadership.
• Track and report the percentage of customers enrolled in automatic payments.
• Track other operational, customer, or policy metrics requested by leadership.
• Prepare recurring reports showing audit results, completion rates, trends, and outstanding items.
• Identify recurring documentation or process problems and bring them to management’s attention.
• Assist leadership with basic data collection and reporting needed to evaluate office and company performance.
• Maintain accurate records of completed audits and follow-up activity.
• Perform additional quality-control reviews as assigned by management.

Administrative & Leadership Support

• Provide administrative and operational support to upper management as requested.
• Complete ad hoc assignments and follow-up tasks from company leadership, particularly during periods of lower call volume.
• Research and gather information requested by management and provide concise summaries or status updates.
• Aid employees, customers, vendors, carriers, or other parties to obtain information or ensure assigned items are completed.
• Assist with basic spreadsheets, reports, data entry, document organization, and other administrative projects.
• Track assigned action items and follow through until they are completed or appropriately escalated.
• Aid management with one-time projects, operational initiatives, and other business needs as they arise.
• Proactively use available downtime to complete auditing, reporting, administrative, and follow-up responsibilities rather than waiting for additional direction.
• Maintain flexibility as business priorities change and take on other reasonable duties assigned by company leadership.

Cuyahoga Falls Office Operations

• Serve as the primary responsible on-site presence for the Cuyahoga Falls office during scheduled working hours.
• Confirm that phones, computers, and other essential systems are operational at the beginning of the workday.
• Communicate attendance, coverage, or significant office issues to management.
• Maintain an organized, professional, and customer-ready office environment.
• Coordinate basic office supplies, vendors, deliveries, maintenance, and facility needs.
• Carry out operational requests from company leadership.
• Communicate problems promptly rather than allowing them to become larger issues.

New-Hire & Team Support

• Help prepare workstations, equipment, supplies, and office access for new Cuyahoga Falls employees.
• Coordinate with HR and training personnel to ensure new employees are prepared for their first day.
• Support employees with routine office and administrative needs.
• Reinforce established company procedures and operating expectations.
• Help ensure employees follow established call-handling and customer-service procedures.

Operational Reporting & Accountability

• Monitor key daily office and customer-service issues.
• Provide leadership with a concise daily operational update covering significant items such as: Staffing or attendance issues, Call coverage problems, Missed or abandoned calls requiring attention, Unresolved customer issues, Technology or facility problems, Audit or documentation issues requiring management attention, Outstanding management requests or follow-up items, Other issues management should be aware of.
• Identify operational or behavioral issues occurring in the office and communicate them promptly to management.
• Support management initiatives and help ensure changes directed by leadership are implemented in the Cuyahoga Falls office.
• Maintain professionalism, discretion, sound judgment, and confidentiality.