Operations Specialist
Job Description
Serve as a primary point of contact for client inquiries related to ASO services.
Resolve customer issues efficiently while delivering a high-quality service experience.
Triage and escalate complex cases appropriately while maintaining ownership through resolution.
Partner with internal teams to ensure timely and accurate responses to client needs.
Operational Excellence
Support day-to-day operational workflows to ensure service delivery meets SLA and quality standards.
Identify process gaps and recommend improvements to enhance efficiency and client satisfaction.
Maintain accurate documentation, case notes, and system records.
Process Improvement & Innovation
Proactively identify trends in customer inquiries and recommend scalable solutions.
Contribute to continuous improvement initiatives, SOP development, and knowledge base updates.
Assist in testing and implementing new tools, workflows, or process enhancements.
Cross-Functional Collaboration
Work closely with HR, Payroll, Benefits, Compliance, and other internal teams to ensure seamless service delivery.
Act as a liaison between clients and internal departments to drive resolution and clarity.
Support internal training efforts by sharing insights and best practices.
Reporting & Data Analysis
Track and analyze customer service metrics (response times, resolution rates, satisfaction)
Provide insights and recommendations to improve performance and client experience.
Qualifications
- 2–4+ years of experience in operations, customer support, or client services (ASO, HR services, or related preferred)
- Strong problem-solving skills with the ability to manage multiple priorities
- Excellent verbal and written communication skills
- High attention to detail and organizational skills
Preferred
- Experience in a ASO, HR outsourcing, or related environment
- Familiarity with HRIS, CRM, or case management systems
- Understanding of payroll, benefits administration, or employment practices
Additional Information
Please see our company Benefits:
- Medical, Dental, Vision
- Life Insurance and AD&D
- FSA / HSA
- Accident
- Critical Illness
- Hospital Indemnity
- Supplemental Health Insurance
- EAP
- Pet Insurance
- 11 Paid Holidays
- Flexible PTO
- 401K
Attention Recruitment Agencies
We do not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered property of Trucordia, and we will not be obligated to pay a referral fee.