Description
This is a full-time, onsite position based in Fort Lauderdale, FL
Work Location: 1901 West Cypress Creek Road, Fort Lauderdale, FL 33309
Work Schedule: Monday – Friday, 8:30 AM – 5:00 PM
Pay: $19 per hour, plus benefits
Are you someone who thrives in fast-paced environments, loves solving problems in real time, and takes pride in creating smooth, positive experiences for others? If so, this role could be a great fit for you. As a Seminar Operations Specialist, you’ll be at the heart of ensuring our seminars run seamlessly, supporting both our attendees and our internal teams.
We know the little details matter—and in this role, you’ll be the person who makes sure those details come together to create a big impact.
ABOUT US
MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2+ million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com
WHAT YOU WILL DO
Reporting to our Sr. Manager of Contact Center Operations, your main responsibilities will include:
- Be the go-to problem solver for escalated calls, using empathy and strong communication skills to resolve concerns.
- Partner with venue coordinators and field agents to address logistics and keep seminars running smoothly.
- Step in when a presenter doesn’t show up, quickly mobilizing solutions and alerting the right teams.
- Manage the seminar reservations inbox, responding to inquiries and fixing booking errors with accuracy and care.
- Support inbound and outbound calls, especially during high-volume periods, and create new reservations when opportunities arise.
- Monitor quality issues in our systems, flagging them to ensure the highest standards of service.
- Collaborate across teams to make sure every seminar experience reflects our commitment to customer service excellence.
WHAT YOU BRING
- At least 1 year of experience in customer service, call center operations, event coordination, or reservations.
- Confidence in handling escalated calls or complaints with professionalism and empathy.
- Strong organizational skills—you know how to juggle multiple priorities without dropping the ball.
- Problem-solving instincts and the ability to think quickly when the unexpected happens.
- Clear and professional communication skills, both written and verbal.
- Comfort with technology, including CRM or lead management systems, email tools, and call handling software.
- A proactive, team-oriented mindset—you anticipate challenges and work collaboratively to solve them.
WHAT WE WILL PROVIDE YOU
- A competitive pay rate and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership.
- A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t."
- An opportunity to unleash your expertise and create a lasting impact on our journey of growth and success!
WHY WE THINK YOU’LL LOVE THIS OPPORTUNITY
At MASA, our work is guided by our ACCTT values--Accountability, Compassion, Customer Service Excellence, Trust, and Teamwork. In this role, you’ll see those values come to life every day as you:
- Play a critical part in making sure people’s seminar experiences feel seamless and professional.
- Work alongside supportive colleagues who collaborate to solve problems and celebrate wins together.
- Gain experience in event operations, customer service, and problem resolution--all in one role.
- Join an organization that values your ability to stay calm under pressure and turn challenges into solutions.
This is a fully onsite role at our Fort Lauderdale office, where you’ll be surrounded by a dynamic team environment. If you’re ready to combine your customer service skills with event operations expertise, we’d love to hear from you.
#LI-DNI #cypressjobs
Skills Required
- At least 1 year of experience in customer service, call center operations, event coordination, or reservations.
- Ability to handle escalated calls or complaints professionally and with empathy.
- Strong organizational skills and ability to manage multiple priorities.
- Problem-solving instincts and ability to act quickly when unexpected issues arise.
- Clear and professional written and verbal communication skills.
- Comfort with technology, including CRM or lead management systems, email tools, and call handling software.
- Proactive, team-oriented mindset and ability to collaborate across teams.
- Ability to work full-time onsite at the Fort Lauderdale, FL office (Monday-Friday, 8:30 AM - 5:00 PM).
What We Do
Medical Air Services Association (MASA) is a global leader in pre-paid medical transportation coverage. Established in 1974, the company provides protection to members against the high costs of emergency ground and air ambulance transportation. Operating through divisions like MASA Global, it offers a comprehensive range of services, including emergency transport and incidental expense coverage, ensuring peace of mind during medical emergencies worldwide.
