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Operations Support Specialist
ViaPlus by VINCI HighwaysBroomfield, United Statesfull_timeVerifiedPosted 23 Jun 2026
💰 $58,000/yr($50,000/yr – $58,000/yr)
About the role
JOB PROFILE: Operations Support Specialist
JOB LOCATION: Broomfield, CO (On-Site) (Possibility for occasional Hybrid after training)
JOB DESCRIPTION: The Operations Support Specialist provides administrative, operational, and customer service support for the Customer Service, Back Office, and Operations teams. This role assists with reporting, chargeback processing, customer correspondence, account research, complaint resolution, and special projects while serving as a key resource to support daily operations.
JOB RESPONSIBILITIES:
Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
· Ability to work well with other employees as a team
· Ability to deal with difficult or demanding customers on a routine basis
· Excellent phone etiquette
· Excellent written and verbal communication skills
· Be extremely detail-orientated, efficient and possess superior written and verbal communication
· Must possess strong interpersonal skills
· Have compassion and empathy for customer situations
· Have excellent customer service skills with the ability to build and maintain customer relationships
· Be energetic, self-motivated and quick-thinking
· Ability to work in team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment
· Ability to read and comprehend normal i
JOB LOCATION: Broomfield, CO (On-Site) (Possibility for occasional Hybrid after training)
JOB DESCRIPTION: The Operations Support Specialist provides administrative, operational, and customer service support for the Customer Service, Back Office, and Operations teams. This role assists with reporting, chargeback processing, customer correspondence, account research, complaint resolution, and special projects while serving as a key resource to support daily operations.
JOB RESPONSIBILITIES:
Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.
- Provide daily support to Customer Service Representatives (CSRs) and serve as a resource for operational questions and processes
- Respond to customer inquiries and correspondence via email, phone, and written communication in a professional and timely manner.
- Provide phone coverage and assist with customer service escalations as needed.\
- Research and respond to customer complaints, including Better Business Bureau (BBB) inquiries and other escalated concerns.
- Review, investigate, and process chargebacks in accordance with established procedures.
- Conduct account research and violation investigations to assist customers, violators, and internal departments in resolving complex account issues.
- Generate reports, analyze operational data, and assist management with monthly metrics, KPI tracking, and performance reporting.
- Assist with purchase order (PO) preparation, tracking, and administrative documentation.
- Support the Operations Manager, Customer Service Supervisor, and Back Office Supervisor with daily operational activities and special projects.
- Develop, update, and maintain Standard Operating Procedures (SOPs), process documentation, and departmental reference materials.
- Assist with new hire onboarding, training activities, call quality evaluations, and ongoing employee development initiatives.
- Perform detailed account research and prepare professional correspondence related to customer inquiries, disputes, and account resolutions.
- Recommend process improvements and assist in implementing procedures that support departmental goals, service standards, and operational efficiency.
- Handle confidential information with discretion and professionalism.
- Assist in monitoring departmental processes, procedures, and compliance requirements.
- Collaborate with team members across departments to ensure exceptional customer service and efficient business operations.
- Perform other duties and special projects as assigned
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
· Ability to work well with other employees as a team
· Ability to deal with difficult or demanding customers on a routine basis
· Excellent phone etiquette
· Excellent written and verbal communication skills
- Proficiency with Microsoft Office, including Excel, Word, and Outlook.
- Ability to manage multiple priorities, meet deadlines, and work independently with minimal supervision
· Be extremely detail-orientated, efficient and possess superior written and verbal communication
· Must possess strong interpersonal skills
· Have compassion and empathy for customer situations
· Have excellent customer service skills with the ability to build and maintain customer relationships
· Be energetic, self-motivated and quick-thinking
· Ability to work in team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment
· Ability to read and comprehend normal i
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