Operations Specialist

Position Summary

The Operations Specialist at White Shark Media is responsible for client-centric frontline communication and improving the Sales and Service team's interactions with leads, clients, and partners. Ensuring optimal customer attention across all levels and channels is crucial. The Operations Specialist examines and suggests improvements to make processes more efficient and client-centric within the onboarding phase and throughout the client journey.

Top Competencies

• Strong communication skills (phone, email, chat).
• Lead Pre-Qualification
• High Attention to Details
• Data Management Proficiency
• Process Improvement Mindset
• Task Coordinator & Multitasking Ability
• Client-Centric Approach

Responsibilities
#1 Customer, Lead Communication, and Support

• Handle inbound calls, emails, and live chats.
• Follow up on missed chats and calls, leaving voicemail messages.
• Call back clients for issue resolution, create Retention/Cancellation cases, or update notes.
• Reach out to support channels for escalated calls.

#2 Lead and Sales Management

• Create leads in the CRM from various channels.
• Pre-screen and assign leads, and follow up on Outreach tasks.
• Conduct QA lead management for strategic account managers throughout the sales cycle.
  

#3 Conversion and Sales Support

• Convert leads, create payment links, and add products to opportunities.
• Ensure accurate billing and account information in our CRM
• QA and close new sales, providing Product team and Clients access to Monday.com boards (Accounts, Billing Hub, Proposals, Client Boards, etc.)Create legal documents (NDAs, Partnership Agreements, Order Forms, etc.) and client questionnaires as needed.
• Manage kid accounts in our CRM for new agency sales and notify onboarding of new sales.
• Manage email distributions for client communication.

#4 Task Coordination and Reporting:

• Complete tasks submitted to the monday.com platform's Operation Request (Service and Sales) board.
• Report issues, concerns, and process improvements from the sales and service team.
• Generate on-demand reports for the revenue-generating department.
• Display Weekly KPIs on TV screens in both Service & Sales Departments.

#5 Data Management and Hygiene

• Complete inbound form leads information, add lead sources, and update missing lead fields.
• Maintain CRM data hygiene by adding missing important fields from our Leads and Deals
• Score leads and ensure proper disqualification documentation.

#6: Contribute to the development and implementation of new projects, activities and processes that benefit the performance of the departments and the company

Required Qualifications

• Written & Spoken English Level: Advanced
• Education: Active student or graduate of Business Administration, Industrial Engineering, Project Management or related fields.
• Experience: Minimum one year of customer service experience (must-have) and QA (desired).
• Know-How & Certifications:
  • G Suite Cloud (Gmail, Google Drive)
    • Excel or Google Sheets - Intermediate skills - will be tested.
    • Training is provided for the use of our internal tools & software (HubSpot, monday.com KB, and Trackers)