The Mom Project Hiring for Online Operations Agent at Austin, TX Full Time

Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.

We are seeking an Online Operations Agent on a contract basis to help support our Customer’s business needs. This role will interact with our Client’s partners to provide information in response to inquiries about our partner programs and the online Partner Portal to handle and resolve complaints and issues. A typical online operations agent is responsible for determining the partner’s issue, offering possible solutions, or providing follow-up as needed.

What You’ll Do:
Resolve partners’ program inquiries and online portal issues through coordination with multiple cross-functional teams at our Company.

Act as an escalation point for partners.

Refer unresolved partner issues to designated departments for further investigation.

Review, monitor, and audit records of partner interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes.

Identify common partner issues and complaints and recommend scaled solutions to prevent future issues (e.g., portal enhancements, partner training, etc.)

Must-Haves:
Verbal and written communication skills, attention to detail, customer service skills, and interpersonal skills.

Understands business email etiquette and can email concisely and effectively.

Strong ability to work independently and manage one’s time.

Strong ability to determine the appropriate time to escalate issues to leadership/management.

Strong ability to accurately document and record partner information.

Strong ability to decipher partner complaints and issues through written communication to determine the next steps.

Ability to think strategically to recommend solutions to prevent future partner issues and complaints.

Previous experience with computer applications, such as Microsoft Word, Excel, Outlook, etc.

Education:
Bachelor’s Degree is preferred.

Hours & Location:
M-F, 40 hours/week. This role will be remote while COVID restrictions are in place. The expectation is to be on-site at our customer’s Austin, TX office once it is determined safe to do so

All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have US residency at the time of application.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

Accrued PTO: Up to 15 days per 12 months on assignment

New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)

Please note: In order to create a safe, productive work environment, our client is requiring all contractors to be fully vaccinated according to the CDC guidelines (please inform your employer if you need a medical or religious exemption). Prior to onboarding, contractors will be required to attest that they are fully vaccinated. Boosters are required to be received by March 28, 2022, or six months after receiving the final dose of the original vaccination series, whichever is later. The expected Return to Office date is July 2022