Operations Specialist

Operations Specialist - CRM

Department: Operations Center Reports To: Operations Center Manager / Sr. Director Location: Fort Lauderdale, FL Schedule: 11-hour shifts in a 24/7 on-site operations environment

ROLE SUMMARY

The Operations Specialist - CRM is a client-facing, inside-sales and operations role responsible for managing medical transport inquiries from initial contact through quote conversion, mission coordination, completion, and follow-up.

This position serves as a primary point of contact for prospective and existing clients and requires a strong combination of sales ability, customer relationship management, urgency, attention to detail, and operational execution.

The ideal candidate is comfortable working in a fast-paced environment where success depends on responding quickly to inbound opportunities, understanding client needs, presenting appropriate solutions, actively following up on open quotes, and converting opportunities into confirmed missions.

Once a mission is confirmed, the Operations Specialist – CRM maintains ownership of the client relationship while coordinating with internal teams to support safe, efficient, and high-quality mission execution.

ESSENTIAL DUTIES & RESPONSIBILITIES

Inside Sales & Client Engagement

• Respond promptly and professionally to inbound customer inquiries received by phone, email, and other communication channels.

• Conduct effective client intake to understand transportation requirements, timelines, decision-making factors, and client needs.

• Generate accurate and timely transport quotes based on operational and client requirements.

• Actively follow up on open quotes and sales opportunities to drive conversion and maintain client engagement.

• Manage a pipeline of active inquiries, open quotes, follow-up opportunities, and confirmed missions.

• Demonstrate persistence and appropriate sales urgency while maintaining a consultative, service-oriented approach.

• Identify client concerns, objections, or barriers to booking and work collaboratively to determine appropriate solutions.

• Support outbound client engagement initiatives with prospective, existing, and previous customers.

• Build rapport and develop trusted relationships with clients, case managers, healthcare professionals, assistance companies, families, and other stakeholders.

• Maintain ownership of assigned opportunities and cases from initial inquiry through mission completion and post-mission follow-up.

• Meet or exceed established performance expectations related to quote conversion, follow-up activity, response time, client engagement, and service levels.

Mission coordination & operations

• Schedule and confirm medical transport missions based on operational feasibility and client requirements.

• Coordinate hospital admissions, receiving facilities, transportation arrangements, and other logistical requirements as needed.

• Ensure required clinical, passenger, client, and logistical information is obtained and documented before mission execution.

• Prepare and complete all required documentation associated with confirmed missions.

• Provide proactive and timely updates to clients and stakeholders throughout the coordination and transport process.

• Collaborate closely with Aviation, Medical, Maintenance, Finance, and other internal departments to support seamless mission execution.

• Escalate operational challenges, client concerns, or time-sensitive issues to appropriate leadership when required.

• Maintain accurate, timely, and complete documentation of client interactions, quotes, follow-up activity, mission details, and workflow status within company systems.

• Follow established workflows, policies, procedures, safety requirements, and applicable aviation and operational standards.

ADDITIONAL DUTIES & RESPONSIBILITIES

• Participate in client meetings, industry events, conferences, and trade shows as required.

• Support business-development and client-retention initiatives.

• Participate in coaching, quality-assurance reviews, sales training, and performance-development activities.

• Contribute to continuous improvement efforts related to sales processes, client communication, workflow efficiency, and operational procedures.

• Perform other duties as assigned.

EDUCATION & EXPERIENCE

Preferred Background

• Bachelor’s degree preferred.

• 2+ years of experience in inside sales, consultative sales, account management, customer retention, customer success, or another high-volume client-facing environment preferred.

• Demonstrated experience managing inbound leads or customer inquiries and converting opportunities into sales or confirmed services.

• Experience performing outbound follow-up on open opportunities, quotes, leads, or existing accounts.

• Demonstrated ability to achieve measurable sales, conversion, productivity, or performance goals.

• Experience working with CRM, sales pipeline, quoting, scheduling, or customer-management systems strongly preferred.

• Experience in healthcare coordination, medical transportation, aviation, logistics, travel, insurance/assistance services, hospitality, or another time-sensitive service industry is a plus but not required.

• Ability to work 11-hour shifts in a 24/7 operational environment on site, including evenings, nights, weekends, and holidays on site.

• Ability to travel up to 10% as required.

SKILLS & COMPETENCIES

Sales & Client Management

• Strong inside-sales instincts with the ability to recognize opportunities and move clients toward a decision.

• Comfortable asking for the business and following up consistently on open opportunities.

• Ability to build rapport quickly with clients over the phone and through written communication.

• Strong listening and discovery skills with the ability to identify client needs and priorities.

• Ability to communicate value clearly while maintaining a consultative and service-focused approach.

• Resilient and persistent when managing unanswered follow-ups, objections, changing client needs, or lost opportunities.

• Strong sense of urgency and personal accountability for assigned opportunities.

Communication & Operations

• Excellent verbal and written communication skills.

• Professional telephone presence and ability to confidently communicate with clients, families, medical professionals, vendors, and internal teams.

• Ability to manage multiple active opportunities and confirmed cases simultaneously.

• Strong organizational skills with the ability to prioritize competing demands in a fast-paced environment.

• Strong problem-solving and decision-making abilities, particularly in situations with limited standardization.

• High attention to detail and commitment to accurate documentation.

• Ability to read, interpret, and consistently apply operational procedures, safety requirements, and company policies.

• Ability to remain composed and client-focused during time-sensitive or high-pressure situations.

• Strong teamwork and cross-functional communication skills.

• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, and Teams, with the ability to quickly learn internal CRM, quoting, scheduling, and operations systems.

WHAT SUCCESS LOOKS LIKE

Successful Operations Specialists - CRM demonstrate:

• Consistent and timely follow-up on every viable sales opportunity.

• Strong ownership of their quote pipeline and assigned client relationships.

• High responsiveness to inbound client inquiries.

• Effective conversion of qualified opportunities into confirmed missions.

• Accurate and complete client and mission documentation.

• Strong communication with clients and internal departments.

• Consistent adherence to established workflows and service standards.

• The ability to balance commercial urgency with operational accuracy and exceptional client service.

WORK ENVIRONMENT & SCHEDULE

• 24/7 operations environment requiring flexibility to work scheduled 11-hour shifts, on-site, including nights, weekends, and holidays.

• Position is performed on site in Fort Lauderdale, Florida.

• Role requires extended periods of sitting and frequent use of multiple computer systems.

• Employees must be comfortable managing a high volume of telephone calls, emails, client inquiries, quotes, follow-up activity, and active cases simultaneously.