International Operations Specialist
About The Position
The International Operations Specialist fulfills medical, security, and logistical assistance requests received through the Assistance Centre from clients and subscribers. The role delivers high-quality service through effective case management, aiming for swift and accurate resolution while collaborating with operations, medical, and security specialists. It provides empathetic, efficient delivery of 24-hour assistance services and customer service programs to members. This is an onsite/hybrid role based in the Blue Bell, Pennsylvania office. The schedule is either three 13-hour shifts or four 10-hour shifts, with no night shifts. The position is scheduled to start in February 2027.
Requirements
- Typically, at least 1–2 years of experience in logistics and customer service.
- High school diploma or equivalent.
- Excellent written and spoken English.
- Experience in a fast-paced, demanding environment.
Nice To Haves
- Experience in logistics, travel, and/or healthcare.
- Experience in a phone-based or call-centre environment.
- Tertiary-level education.
- Proficiency in another language, such as Spanish or Portuguese.
Responsibilities
- Provide operations and logistics expertise to understand and fulfill assistance requests in collaboration with medical and security colleagues.
- Provide professional, positive, and caring service to clients and subscribers, aiming to exceed expectations.
- Ask questions to ensure assistance requests are understood and acted upon.
- Respond to requests in a timely, professional manner and manage cases according to the “Assist First, Verify Later” directive.
- Document requests using the organisation’s telecommunications and computer systems.
- Plan and coordinate services using internal resources and external correspondents as needed.
- Communicate logistical arrangements to stakeholders in a timely and appropriate manner.
- Coordinate cases in accordance with internal and client-specific operations and billing procedures.
- Manage cases with urgency and responsibility, proactively addressing barriers and pursuing strong outcomes.
- Provide comprehensive billing information and cost estimates where relevant, secure payment before service delivery to non-clients, and identify and escalate cost-containment opportunities.
- Prepare cases for handover to the billing department.
- Manage an allocated caseload during each shift and communicate case details and direction during shift handovers.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
