Operations Coordinator

Zipliens is a leading lien resolution company that specializes in streamlining the lien process for personal injury law firms. We are looking for proactive, results-driven individuals to join our dynamic team.

We are looking for a highly organized and professional Operations Coordinator to serve as the first point of contact for our clients, partners, and prospects. In this role, you will manage inbound phone inquiries, triage web submissions, coordinate demos, and ensure our front-office communications operate seamlessly — all from our on-site office.

The ideal candidate brings a can-do attitude and a strong drive to get the details right. You are comfortable managing competing priorities, take initiative without needing everything defined, and follow through until issues are fully resolved. You communicate with clarity and professionalism across every interaction, and you thrive in a collaborative environment where attention to detail and a positive, solutions-oriented mindset make a real impact.

Responsibilities

Phone Line Management

• Serve as the first point of contact for all inbound calls, including lien resolution claimants, law firms and legal staff, subrogation vendors, and general helpline inquiries.
• Answer calls promptly, professionally, and in accordance with company communication standards.
• Actively listen to caller needs to accurately assess the nature and urgency of each inquiry.
• Resolve routine questions and issues independently using available resources and knowledge base.
• Route complex, escalated, or specialized calls to the appropriate internal team member or department.
• Document all call interactions, resolutions, and routing actions in the CRM or call log system.
• Follow up on unresolved inquiries to ensure timely closure and client satisfaction.

Website Inquiry Review & Management

• Review all incoming website contact form submissions and web inquiries on a daily basis.
• Identify and remove spam, bot-generated, and irrelevant submissions from the inquiry queue.
• Categorize and prioritize legitimate inquiries based on subject matter, client type, and urgency.
• Schedule and coordinate product demos with qualified prospects, confirming details and sending calendar invitations.
• Route non-demo inquiries to appropriate staff for follow-up and response.
• Maintain accurate records of all web inquiries and outcomes in the CRM system.

Administrative & Coordination Support

• Maintain an organized and up-to-date internal directory for proper call and inquiry routing.
• Collaborate with team members to stay informed of staffing availability and routing changes.
• Assist in developing and refining phone scripts, FAQ documents, and intake protocols.
• Report recurring inquiry trends, call volume patterns, and common issues to management.
• Support onboarding of new staff by sharing call handling procedures and routing guidelines.
• Serve as an on-site resource for general office and facilities support as assigned.

Qualifications

• Associate's or Bachelor's degree preferred; equivalent work experience considered
• 2+ years of experience in a customer-facing or administrative role
• Proficiency with CRM platforms, call logging systems, email tools, and standard office software (Microsoft Office or Google Workspace).
• Excellent verbal and written communication skills with a professional, courteous demeanor
• Exceptional organizational skills and attention to detail
• Ability to multitask, exercise sound judgment, and manage competing priorities in a fast-paced environment
• Reliable, punctual, and committed to follow-through
• Ability to work onsite in our Somerset, KY office

• Private Health Care Plan (Medical, Dental & Vision)
• Company HSA contributions for HDHP participants
• Flexible Spending Accounts (Health & Dependent Care)
• Company-Paid Short-Term Disability Coverage
• Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options
• 401(k) Plan with Company Match
• Paid Time Off (Vacation, Sick Time & Select Holidays)
• Paid Parental Leave

Pay Disclosure: The total base salary range for this role is $36,000 - $48,000 annually. Final compensation will be determined based on skills and experience.

Work Authorization: Applicants must be authorized to work in the United States without current or future visa sponsorship. We are unable to provide or assume visa sponsorship at this time.