Operations Administrator

We are a fast-growing company looking to expand our team with individuals who have exceptional character, a passion for delivering results, and a commitment to career growth. If this sounds like you, we want to hear from you!
Position Overview
The Operations Administrator role is highly tactical focusing on the day-to-day operations which keeps the department running smoothly. The administrator is the "connective tissue" ensuring gears are turning by managing process, data, quality assurance, and cross-departmental communication. This is a high-impact versatile role that requires someone who is comfortable with spreadsheets, documentation, and high-stakes team meetings.

Key Responsibilities
This role is split between data management, process management, and quality assurance. 

• Dealer/Client Support: Handling "back-office" issues for dealerships, such as contract updates ensuring VINs are accurate, surcharges are applied, pro-rated refunds, or coverage levels are accurate, and missing documentation is obtained. 
• Reporting & Data Management: Gathering performance; creating weekly or monthly reports for leadership and clients. 
• Monitoring & Evaluation: Listening to live or recorded calls to assess agent performance based on specific rubrics (tone, accuracy, empathy, and adherence to scripts).
• Feedback & Coaching: Providing constructive, actionable feedback to agents to help them improve their communication skills and knowledge.
• Trend Analysis: Identifying "red flags" or patterns—such as a sudden spike in customer frustration regarding a specific product—and reporting these to leadership.
• Collaboration: Participating in meetings with Team Leads to ensure everyone is providing feedback consistently, and fairly.
• Project Support: Assisting department heads with special projects as needed and capacity permits.  

Required Qualifications:

• Education: High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
• Professional Experience: Proven background in Business Administration, operations, client support, or a related management role.
• Adaptability: Ability to remain agile and pivot effectively in a fast-paced environment when business strategies shift.
• Strategic Problem-Solving: Exceptional ability to identify bottlenecks and implement logical solutions.
• Analytical Listening & Objectivity: Skilled at interpreting nuance—identifying underlying customer frustrations or agent hesitations—while maintaining strict objectivity by evaluating performance based on rubrics rather than personal bias.
• Data Integrity: High level of accuracy in documenting call summaries, performance scores, and business outcomes.
• Excellent Communication: 
  • Verbal: Ability to deliver sensitive feedback (e.g., low performance scores) constructively to motivate and develop staff.
  • Written: Strong analytical writing skills with the ability to synthesize complex information into concise reports.

• Project Management: Experience navigating systems such as Jira, Monday.com, or Trello.
• Data Analysis: Intermediate to advanced spreadsheet skills, including VLOOKUPs and Pivot Tables.
• CRM Platforms: Proficiency in Salesforce, HubSpot, or similar customer relationship management tools.
• Communication Tools: Seamless command of virtual meeting platforms such as Zoom and Google Meet.

Work Environment & Schedule

• Full-time, Monday through Friday, one Saturday per month.
• Hybrid/Remote work with occasional in-office time periodically.
• Must be able to work extended hours during peak seasons.

Other Requirements:

• Must be authorized to work in the U.S.
• Must be able to pass background checks and drug testing.

Why Join Us?

This is your opportunity to take the next step in your career with a company that values your expertise, offers competitive compensation, and provides opportunities for advancement. Join us today and become part of a team that is dedicated to excellence and innovation in the automotive extended warranty space!

Apply Today!