Customer Service Operations Specialist

Our client is seeking an experienced Customer Service Operations Specialist to support and improve the daily functions of their customer service team. In this role, you will manage escalations, facilitate staff training, analyze service data, and ensure operational compliance.

The ideal candidate will have 3 years of previous experience in customer service, preferably in claims or benefits processing.

If this sounds like a job for you, apply today for immediate consideration!

Hours

Full-time

Location

Downtown, Honolulu, Oahu

Pay

$60,000 to $65,000 a year

Responsibilities

• Coordinate and resolve customer and provider complaints and appeals in a timely manner.
• Review service requests and account information to ensure accuracy and compliance with policies.
• Facilitate onboarding and ongoing training for service representatives.
• Create and maintain department reference materials, including workflows and guidelines.
• Collaborate with internal teams to implement service improvements and address recurring issues.
• Conduct data analysis and reporting on call volume, service metrics, and customer feedback.
• Support quality assurance efforts through review of recorded calls and providing coaching feedback.
• Assist with system testing, documentation, and implementation of system updates.
• Provide backup assistance during periods of high call volume or staff shortages.
• Support regulatory compliance efforts and maintain confidentiality of sensitive information.
• Perform other duties as assigned.

Qualifications

• Must have a high school diploma.
• Bachelor's degree preferred but not required.
• Minimum 3 years of experience in customer service, preferably in claims or benefits processing. 
• Previous experience with service-related reporting and data analysis.
• Previous experience with system testing and documentation is a plus.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Strong communication (verbal, written, interpersonal) skills.
• Strong analytical, organizational, multitasking, and problem-solving skills.
• Ability to work in a fast-paced environment and meet deadlines.
• Ability to maintain confidential information.