The Operations Specialist requires a versatile candidate with a strong customer-service background, great attention to detail and excellent technology and communication skills. It is a fast-paced working environment so they must be motivated, organized and work well under pressure. This position requires the ability to decisively act in important situations using discretion and independent judgment, easily grasp technical concepts, and solve problems in a professional and timely manner. Primary responsibilities will include monitoring and promptly responding to urgent calls and emails received through PD’s public emails folders and processing final transcripts. 

OPERATIONS SPECIALIST ESSENTIAL FUNCTIONS:

• Read and promptly respond to urgent emails received in the public folders (Client Services, Video, Domestic and International Scheduling, Calendar, Billing, Transcription, and Tech Support) during off-business hours. Handle through completion and communicate any necessary follow up to the necessary Department Managers.   
• Receive phone calls through the after-hours emergency line. Handle through completion and communicate any necessary follow up to the necessary Department Managers. 
• Establish rapport with domestic and international clients, court reporters, videographers, interpreters and vendors by demonstrating expertise, empathy and a “can-do” attitude.
• Reach out and assign resources to cover jobs in urgent situations.
• Format and distribute rough draft transcripts to clients and process final transcripts. 
• Support other departments with calls and emails during their peak hours or as needed. 
• Stay up to date on all Operations Department protocols and completes basic functions for all departments in order to meet any emergent needs of clients.
• Documentation and review of Job Notes in Reporter Base. 
• Other duties as assigned.

OPERATIONS SPECIALIST LOCATION:

Fully Remote

OPERATIONS SPECIALIST SHIFT:

11:00pm - 7:00am EST Sunday-Thursday

OPERATIONS SPECIALIST COMPENSATION:

$24.00 - $26.00 per hour

BENEFITS:

• Medical
• Dental
• Vision
• Voluntary Term Life Insurance
• Voluntary Whole Life Insurance
• Voluntary Long Term Disability
• PTO
• Paid Holidays
• 401(k)
• Employee Assistance Program (EAP)
• Maternity Leave

Bachelor’s degree preferred or a minimum of 3 years in a customer-service environment. Analytical and problem-solving skills and good judgment. Working knowledge of Microsoft Office programs. A willingness to learn the processes and protocols of multiple departments. Ability to prioritize, meet deadlines, and communicate in a team environment is critical. Must be able to work in a professional and confidential setting.

Prior experience and proven success working long-term in an overnight shift is preferred. The position will have a training period for the first 5-6 months of employment. The initial training shift will be Monday-Friday 3pm-11pm ET, then moving to Sunday-Thursday 7pm-3am ET, and into the permanent schedule. This training schedule is to ensure you have the essential skills to be handling complex tasks independently.

EOE M/F/D/V