Operations Support Specialist

About the Position We are looking for a dependable, organized, and customer-focused Operations Support Specialist to join our Non-Emergency Medical Transportation (NEMT) team in Methuen, MA. This fast-paced office role involves handling incoming calls, documenting incidents, supporting daily operations, and communicating with clients, drivers, employees, and dispatch staff. Key Responsibilities Call Handling: Answer incoming calls, assist callers, document information accurately, and direct concerns to the appropriate team. Incident Reporting: Record client and employee incidents, complaints, and safety concerns, escalating urgent matters promptly. Intervention Program: Coordinate and track employee and driver intervention activities, follow-ups, and documentation. Vehicle Support: Report vehicle breakdowns, mechanical problems, and safety concerns to the appropriate personnel. Operations & Administration: Maintain accurate records, follow up on outstanding issues, and assist dispatch and management with daily office tasks. Benefits Holidays off Two weeks of vacation 40 hours of sick time Medical, dental, and vision insurance 401(k) retirement plan Work Schedule Monday–Friday | 6:00 AM–3:00 PM 40 hours per week, including a one-hour lunch break each day. Location: Methuen, MA — 100% onsite. No remote or hybrid work available. Apply Today! If you're bilingual, dependable, enjoy helping people, and can stay organized in a busy office, we'd love to hear from you! Join our team and help keep our transportation operations running smoothly. We are an Equal Opportunity Employer. Required Qualifications Fluency in both English and Spanish, with the ability to communicate effectively in both languages. Strong verbal communication, active listening, and customer service skills. Excellent organizational skills and attention to detail. Ability to handle a high volume of calls and manage competing priorities. Basic computer proficiency, including email, data entry, and Microsoft Office or Google Workspace applications. Ability to document information accurately and follow established procedures. Strong problem-solving skills and the ability to exercise sound judgment when escalating issues. Ability to remain calm, patient, and professional during challenging situations. Ability to maintain confidentiality when handling sensitive client, employee, and operational information. Dependable attendance, punctuality, and the ability to consistently work the assigned onsite schedule. Preferred Qualifications Previous experience in customer service, call center operations, office administration, or transportation support. Experience in NEMT, healthcare transportation, logistics, dispatch, or a related environment. Familiarity with call tracking, incident reporting, or transportation management systems.

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