Service Operations Specialist

Location: Wayne, PA, USA

Job Description

Provides hands on training facilitation, coaching, mentoring, and quality reinforcement to support Service Operations performance and continuous learning. Executes assigned training and quality activities, reinforces established standards and workflows, and shares operational insights to support training effectiveness. Collaborates with supervisors and partners to identify training needs through trends, disseminate information, and support team skill development. Maintains production proficiency, supports team development, and partners with Quality Assurance and leadership to observe quality trends and service outcomes. Member of the assigned department leadership team.

Education and Experience

• College degree or equivalent work experience
• 3+ years’ experience in providing excellent customer service either on the front-line or in the back office.
• 2+ years of training, coaching, or mentoring experience
• Demonstrated proficiency in department products, systems, and workflows.
• Experience supporting employee development and performance improvement

Knowledge and Skills

• Strong verbal and written communication skills
• Coaching, mentoring, and facilitation capabilities
• Attention to detail and ability to evaluate work against established standards.
• Strong problem‑solving and organizational skills
• Ability to manage multiple priorities and meet deadlines.
• Collaborative mindset with demonstrated accountability and professionalism.
• Working knowledge of commonly used concepts, practices, procedures, and systems within Service Operations

At The Hartford Steam Boiler, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.  

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.  The work environment characteristics, and any physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.  Other duties, responsibilities and activities may change or be assigned at any time with or without notice.