Operations Specialist
: Job Details :

This role is located onsite at our office in Trevose, PA. We are relocating to a larger office in the fall of 2025, in Blue Bell, PA Schedule : 3 days a week x 13 hour shifts, or 4 days a week x 10 hour shifts Responsible for fulfilling all types of assistance for medical, security and logistical related requests originating through the Assistance Centre from clients and subscribers. Deliver high quality service, through effective case management, bringing swift and accurate resolution to situations presented. Execute cases with high standard customer service and working collaboratively between operations, medical and security specialists. To provide an empathetic and efficient delivery of the whole range of 24-hour assistance services and general customer service programmes to our members Service Delivery: Provide operations and logistics expertise in the understanding and fulfilment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues. Demonstrate a professional, positive and caring attitude when servicing clients and subscribers with the objective of exceeding expectations. Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner and managing cases in line with the key directive of Assist First, Verify Later. Document all matters relating to these requests using the telecommunication and computer systems made available by the organisation. Plan and coordinate the full range services for clients, utilising the internal resources of International SOS and external correspondents where necessary. Reliably escalate cases and requests where required by company protocols. Ensure that logistical arrangements are communicated to all stakeholders in an appropriate and timely manner. Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures Manage cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers. Provide fully comprehensive billing information together with cost estimates where relevant - securing payment prior to delivery of services to non-clients. Recognise and escalate any opportunities for cost containment. Manage an allocated load of cases within the shift and ensure that case details and direction are communicated appropriately and efficiently in the transmission handover. Required Work Experience Typically, at least 1 – 2 years of experience in logistics and customer service is required. Experience working in logistics, travel and/or healthcare sector is desirable. Experience in phone-based or call centre environment is desirable. Experience of working in a fast-paced, demanding environment. Required Qualifications Educated to a high school diploma or equivalent. Teritiary level education is desired. Required Languages Excellent written and spoken English language Other language proficiency such as Spanish or Portuguese desired Employment Type: Full Time Years Experience: 1 - 3 years Bonus/Commission: No