Operations Specialist

Position Title: Operations Specialist - CRMDepartment: Operations CenterReports To: Operations Center Manager / DirectorLocation: Fort Lauderdale, FL.Role SummaryThe Operations Specialist – CRM is responsible for managing end-to-end coordination of medical transport missions, from initial client inquiry through mission completion. This role combines client engagement, sales execution, and operational coordination to ensure safe, efficient, and high-quality service delivery within a 24/7 operations environment.Essential Duties & ResponsibilitiesRespond to customer inquiries in accordance with company standards and service guidelines across multiple channels, including phone, email, and other communication platformsGenerate, manage, and follow up on transport quotes to drive conversion and maintain client engagementSchedule and confirm missions in alignment with operational feasibility and client needsCoordinate hospital bed admissions and ensure all clinical and logistical requirements are met prior to transportPrepare and complete all required documentation for confirmed missionsMaintain ownership of assigned cases from initial inquiry through mission completion and post-mission follow-upProvide consistent and proactive updates to clients and stakeholders to ensure a high level of customer satisfactionCollaborate with internal departments (Aviation, Medical, Maintenance, and Finance) to ensure seamless mission executionSupport outbound client engagement efforts, including follow-up communication and relationship management with new and existing clientsMeet or exceed assigned performance goals, including sales targets, response times, and service level standardsUtilize internal systems to accurately document and manage workflow activityEnsure compliance with company policies, aviation regulations, and operational proceduresPerform other duties as assignedAdditional Duties & ResponsibilitiesParticipate in client meetings, industry events, and trade shows as requiredSupport continuous improvement efforts related to workflows, communication standards, and operational processesMaintain accurate, timely, and complete records across all systems and platformsEducation & ExperienceBachelor’s Degree preferredPrevious experience in inside sales, customer service, or client-facing operations preferredExperience in medical transport, healthcare coordination, or aviation services strongly preferredDemonstrated track record of achieving sales or performance targets preferredAbility to work 12-hour shifts in a 24/7 operational environment, including evenings, weekends, and holidays on site.Ability to travel up to 10% as neededSkills & CompetenciesStrong verbal and written communication skills with the ability to engage effectively with clients, medical professionals, and internal teamsAbility to manage multiple cases simultaneously in a fast-paced, high-pressure environmentStrong problem-solving and decision-making skills in situations with limited standardizationAbility to read, interpret, and apply operational procedures, safety guidelines, and regulatory requirementsHigh attention to detail with strong organizational and documentation skillsProficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams) and ability to learn internal systems quicklyAbility to build rapport and maintain a high level of customer service while managing complex logisticsWork Environment & Schedule24/7 operations environment requiring flexibility to work 12-hour shifts, including nights, weekends, and holidays on site. Role may require extended periods of sitting, multitasking across systems, and handling high call/email volume #J-18808-Ljbffr REVA INC