Operations Coordinator

ZipLiens•Somerset, KY

21h•Onsite

About The Position

Zipliens is a leading lien resolution company that specializes in streamlining the lien process for personal injury law firms. They are seeking a proactive, results-driven Operations Coordinator to be the first point of contact for clients, partners, and prospects. This role involves managing inbound phone inquiries, triaging web submissions, coordinating demos, and ensuring seamless front-office communications from an on-site office. The ideal candidate is highly organized, professional, possesses a can-do attitude, and a strong drive for accuracy. They should be comfortable managing competing priorities, taking initiative, and ensuring issues are resolved. Professional and clear communication is essential, and the candidate should thrive in a collaborative, solutions-oriented environment with attention to detail.

Requirements

2+ years of experience in a customer-facing or administrative role
Proficiency with CRM platforms, call logging systems, email tools, and standard office software (Microsoft Office or Google Workspace).
Excellent verbal and written communication skills with a professional, courteous demeanor
Exceptional organizational skills and attention to detail
Ability to multitask, exercise sound judgment, and manage competing priorities in a fast-paced environment
Reliable, punctual, and committed to follow-through
Ability to work onsite in our Somerset, KY office

Nice To Haves

Associate's or Bachelor's degree preferred

Responsibilities

Serve as the first point of contact for all inbound calls, including lien resolution claimants, law firms and legal staff, subrogation vendors, and general helpline inquiries.
Answer calls promptly, professionally, and in accordance with company communication standards.
Actively listen to caller needs to accurately assess the nature and urgency of each inquiry.
Resolve routine questions and issues independently using available resources and knowledge base.
Route complex, escalated, or specialized calls to the appropriate internal team member or department.
Document all call interactions, resolutions, and routing actions in the CRM or call log system.
Follow up on unresolved inquiries to ensure timely closure and client satisfaction.
Review all incoming website contact form submissions and web inquiries on a daily basis.
Identify and remove spam, bot-generated, and irrelevant submissions from the inquiry queue.
Categorize and prioritize legitimate inquiries based on subject matter, client type, and urgency.
Schedule and coordinate product demos with qualified prospects, confirming details and sending calendar invitations.
Route non-demo inquiries to appropriate staff for follow-up and response.
Maintain accurate records of all web inquiries and outcomes in the CRM system.
Maintain an organized and up-to-date internal directory for proper call and inquiry routing.
Collaborate with team members to stay informed of staffing availability and routing changes.
Assist in developing and refining phone scripts, FAQ documents, and intake protocols.
Report recurring inquiry trends, call volume patterns, and common issues to management.
Support onboarding of new staff by sharing call handling procedures and routing guidelines.
Serve as an on-site resource for general office and facilities support as assigned.