Operations Coordinator
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 join their dynamic team. This role involves serving as the first point of contact for clients, partners, and prospects, managing inbound phone inquiries, triaging web submissions, and coordinating demos. The position requires ensuring seamless front-office communications, all from their on-site office. The ideal candidate will possess a can-do attitude, a strong drive for detail, comfort in managing competing priorities, initiative, and the ability to communicate with clarity and professionalism in a collaborative, solutions-oriented environment.
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
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.
Benefits
- Private Health Care Plan (Medical, Dental & Vision)
- Company HSA contributions for HDHP participants
- Flexible Spending Accounts (Health & Dependent Care)
- Company-Paid Short-Term Disability Coverage
- Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options
- 401(k) Plan with Company Match
- Paid Time Off (Vacation, Sick Time & Select Holidays)
- Paid Parental Leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
