Operations Specialist

Description:

The Operations Specialist is a dynamic, detail-oriented professional with a strong customer service foundation and exceptional technical and communication skills. This role operates in a fast-paced environment and requires a highly motivated, organized individual who performs effectively under pressure. The ideal candidate demonstrates sound judgment, discretion, and the ability to act decisively in critical situations. They quickly grasp technical concepts, apply analytical thinking, and resolve issues efficiently and professionally.

Primary responsibilities include monitoring and responding promptly to urgent calls and emails received through PD’s public email folders, as well as accurately processing final transcripts. The Operations Specialist plays a key role in ensuring timely communication, operational accuracy, and overall service excellence.

OPERATIONS SPECIALIST ESSENTIAL FUNCTIONS:

• Monitor and promptly respond to urgent emails received in public folders (Client Services, Video, Domestic & International Scheduling, Calendar, Billing, Transcription, and Technical Support) during non-business hours; resolve matters through completion and communicate required follow-up to appropriate Department Managers.
• Answer and manage calls received through the after-hours emergency line; ensure issues are handled through resolution and escalate or coordinate follow-up with Department Managers as needed.
• Build and maintain strong working relationships with domestic and international clients, court reporters, videographers, interpreters, and vendors by demonstrating professionalism, expertise, and a proactive, solutions-oriented approach.
• Identify and assign appropriate resources to cover urgent or time-sensitive job requests.
• Format, review, and distribute rough draft transcripts to clients and accurately process final transcripts in accordance with company standards.
• Provide cross-functional support to other departments by assisting with calls and email volume during peak periods or as operational needs arise.
• Maintain current knowledge of all Operations Department protocols and perform foundational functions across departments to effectively respond to emerging client needs.
• Accurately document and review Job Notes within ReporterBase to ensure complete and up-to-date records.
• Perform additional duties and responsibilities as assigned.

OPERATIONS SPECIALIST LOCATION:

Fully Remote

OPERATIONS SPECIALIST SHIFT:

Tuesday-Friday 7:00pm-3:00am EST and Saturdays 3:00pm-11:00pm EST.

During the initial training phase, the schedule will be Sunday–Thursday, 3:00 PM – 11:00 PM EST. Upon successful completion of training, employees will transition to their permanent schedule.

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)

Requirements:

• Bachelor’s degree preferred, or a minimum of three (3) years of experience in a customer service–focused environment.
• Demonstrated analytical thinking, sound judgment, and strong problem-solving capabilities.
• Proficient in Microsoft Office applications (Outlook, Word, Excel, and Teams).
• Ability and eagerness to learn and apply processes and protocols across multiple departments.
• Excellent interpersonal and communication skills, with the ability to interact professionally and effectively with customers in real-time.
• Strong organizational skills with the ability to prioritize tasks, manage competing deadlines, and thrive in a collaborative team environment.
• Proven ability to maintain professionalism, discretion, and confidentiality in all interactions and work settings.

WORK ENVIRONMENT & TRAINING:

Prior remote work experience with demonstrated success in a virtual environment is strongly preferred. This position includes a comprehensive 5–6 month training period designed to build the skills and confidence necessary to independently manage complex responsibilities. During the initial training phase, the schedule will be Sunday–Thursday, 3:00 PM – 11:00 PM ET. Upon successful completion of training, employees will transition to their permanent schedule.

EOE M/F/D/V