We are seeking a self-starting Operations and Customer Service Manager to partner with a prominent national medical education association.
This role acts as a critical operational bridge—connecting customer service associates, quality assurance specialists, and senior leadership during a peak operational cycle. As the strategic anchor for the team, you will focus on policy application, Salesforce queue management, and junior staff oversight. If you are an organized professional who thrives in a collaborative environment and has a knack for keeping day-to-day workflows moving seamlessly, let's connect!
Requirements & Qualifications
- Salesforce Proficiency: Practical experience utilizing Salesforce to manage queues, update records, and monitor customer service cases.
- Technical Skills: Intermediate proficiency in Microsoft Office, specifically Outlook, Teams, and standard SharePoint navigation.
- Communication & Judgment: Interpersonal skills with the ability to interpret complex organizational policies and apply them objectively to sensitive situations.
salary: $34.98 - $40 per hour
shift: First
work hours: 9 AM - 5 PM
education: Bachelors
Responsibilities
- Queue & SLA Monitoring: Monitor Salesforce activity and service request queues daily to ensure incoming inquiries and email responses are resolved within strict turnaround times.
- Team Oversight: Manage the day-to-day workflow of 1–2 junior staff members, assisting them with task prioritization and ensuring alignment with established operational guidelines.
- Escalation Resolution: Evaluate complex or sensitive service requests (such as emergency refunds, ADA compliance inquiries, and test security concerns) and escalate cases requiring policy exceptions to senior directors.
- Operations & Quality Control: Coordinate the review and update of website text, email templates, macros, knowledge articles, and standard operating procedures ahead of the upcoming cycle deadlines.
- Administrative Support: Serve as an operational backup to create invoices for service requests and close out high-priority cases in Salesforce.
Skills
Qualifications
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
