Operations Specialist

JOB SUMMARY

The Operations Specialist position performs quality assurance and analytical tasks related to wood cabinet and furniture repair estimates, supporting the Technical Repair Estimator team. 

KEY RESPONSIBILITIES

• Reviews estimates and files completed by the Technical Repair Estimator team to ensure that the submitter’s request has been met
• Confirms completion of estimate, support components, billings, and close out the file. 
• Using industry standard software, such as Xactimate, completes the estimate by providing a valuation of wood cabinetry and/or furniture on an as needed basis which is used by the submitter and compared to our repair estimates to determine the disposition of the damaged items. (i.e. repair vs. replace)
• Follows-up on incomplete file submissions
• Communicates any next steps to other team members
• Assists Operations Manager with analysis of team metrics, such as cycle times
• Assesses ways that various processes can be streamlined or automated and propose these changes to the Operations Manager
• Delivers clear, accurate estimates and replacement valuations that meet the submitter’s needs
• Supports the department in meeting Service Level Agreements
• Ensures proper file completion and follow-up, queue management
• Improves efficiency in order to buy back capacity

ROLE QUALIFICATIONS

EDUCATION & EXPERIENCE

REQUIRED

• High School degree or equivalent
•  At least two (2) years of administrative experience
• A general knowledge of woodwork, refinishing, and restoration.
• Strong customer service orientation; 
• Strong attention to detail;
• Effective problem solving;
• Excellent written and verbal communication skills;
• Ability to organize and manage multiple priorities and to work in a fast-paced environment;
• Consistently demonstrates integrity and ethics
• Proficient with Microsoft Office Suite or related software

PREFERRED

• College Degree
• Professional certifications in related field
• Knowledge in woodworking or construction

KEY COMPETENCIES

• Results-Oriented:  ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
• Adaptability to Change:  ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
• Interpersonal Communication:  ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions
• Team Orientation and Collaboration:  ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
• Accountability:  ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
• Cultural Competence:  ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions