Sr. Operations Support Agent
About The Position
We’re iPostal1 and we’re in growth mode! This is an exciting time to join our team. Headquartered in Rockland County, N.Y., we are an established, cutting-edge leader in the digital mailbox industry. Our customer base is quickly growing and we’re looking for confident, upbeat, personable Customer Service professionals to support that growth in all locations. The Operations Support Agent will serve as a subject matter expert in specialized services within the iPostal1 Call Center. This role requires an in-depth understanding of multiple features, including iStopMail, Create & Send, Notarize Any Doc, Hold Freeze, BOI, Affiliate Program, and Personal Delivery. Agents will ensure timely and accurate processing of these services while maintaining high levels of customer satisfaction. When specialized tasks are completed, agents will support general customer service functions, including chats, emails, and calls. In addition to the core responsibilities listed, agents will be expected to take on any and all additional operational tasks and projects as assigned. This includes, but is not limited to, new feature rollouts, process improvements, and cross-functional support initiatives. Please note that you can be based in/near any of our iPostal1 locations.
Requirements
- Strong problem-solving skills and ability to troubleshoot service-related issues.
- Ability to multitask and adapt to shifting priorities based on business needs.
- Strong written and verbal communication skills.
- Detail-oriented with a commitment to accuracy in tracking and processing customer requests.
- Comfortable working with third-party vendors and coordinating across multiple departments.
- Ability to work independently while maintaining team collaboration.
- Proactive mindset with a strong sense of ownership, ensuring tasks are completed efficiently and issues are addressed without delay.
Responsibilities
- Handle various specialized services, ensuring accurate processing and high levels of customer satisfaction.
- Assist customers with managing account preferences and processing service requests.
- Provide guidance on third-party services and troubleshoot customer issues.
- Manage temporary account holds, track promotional programs, and coordinate specialized delivery services.
- Work closely with mail centers, vendors, and internal teams to resolve service-related concerns.
- Handle claims and escalations related to lost, delayed, or undelivered items.
- Efficiently handle customer inquiries and process service requests related to specialized programs.
- Maintain up-to-date knowledge of each specialized service to provide expert guidance.
- Monitor metrics related to the Affiliate Program and Personal Delivery to identify trends and improvements.
- Take on additional operational tasks and projects as needed to support evolving business needs.
- Support standard customer service functions (chat, email, calls) when specialized workload permits.
- Maintain expertise in all assigned service areas.
- Ensure timely and accurate processing of customer requests.
- Provide clear, professional, and customer-centric communication.
- Track and report relevant metrics for specialized services, identifying areas for improvement.
- Take initiative in handling additional operational tasks and process improvements as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
