Customer Operations Specialist

Job Details

Job Location:

North Carolina - Charlotte, NC 28202

Position Type:
Full-Time Salary Range: $55,000.00 - $60,000.00

Travel Percentage:
Occasional Job Shift: Any

• Coordinate and schedule field service technicians, project teams, and subcontractors to support customer service requests and project activities nationwide.
• Dispatch personnel and resources while balancing customer requirements, technician availability, geographic considerations, and operational priorities.
• Manage inbound and outbound customer communications regarding service requests, scheduling, work order updates, and project status.
• Monitor service queues and respond to urgent or emergency requests in a timely manner.
• Create, update, and maintain work orders, customer records, scheduling information, and service documentation within company systems.
• Proactively identify opportunities for additional services, recurring maintenance programs, or expanded customer support needs and communicate those opportunities to the appropriate team.
• Collaborate closely with Operations, Sales, Project Management, and Field Leadership teams to ensure seamless service delivery.
• Track technician assignments, project milestones, service completion status, and customer follow-up requirements.
• Escalate customer concerns, service issues, and scheduling conflicts as appropriate to leadership.
• Support after-hours and emergency service coordination as required within the Operations Center environment.
• Ensure all activities are performed in accordance with company policies, quality standards, safety requirements, and customer-specific procedures.
• Maintain accurate records and documentation to support operational reporting and performance metrics.
• Contribute to continuous improvement initiatives focused on customer experience, scheduling efficiency, and operational performance.

• 2+ years of experience in B2B scheduling, customer service, service coordination, call center operations, or a related field
• Strong organizational, time management, and multitasking skills
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office Suite, including Outlook, Excel, and Teams
• Ability to work effectively in a fast-paced environment with changing priorities
• Strong attention to detail and commitment to delivering a high-quality customer experience

• Experience supporting field service, facilities services, construction services, technical services, or maintenance organizations
• Experience using CRM, scheduling, dispatch, or work order management systems such as Salesforce, Service Trade, Service Titan, Zendesk, Five9, or similar platforms
• Experience coordinating nationwide service operations
• Knowledge of scheduling optimization, workforce coordination, and service delivery best practices
• Experience identifying customer needs and supporting revenue-generating opportunities

• Competitive pay, based on experience and location
• Growth Sharing Incentive Plan eligible – our company-wide long-term incentive plan
• Paid on-the-job training, and continued learning, including certifications
• Paid Time Off
• Medical, Dental, Vision plans
• Life, Disability and other Voluntary coverage
• 401k + matching
• Employee Assistance Program
• Promotion opportunities

We are an Equal Opportunity Employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.