Customer Support Associate

Title:

Customer Support Associate

Reports To:

Operations/Sales Leader Department: GTM

Location:

Cincinnati, OH Position Status:
Hourly Non-Exempt About DMG:

Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.

We are leading the way with our technology, creating world-class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.”

DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.

The Customer Support Associate provides operational and administrative support for facility-related service requests by receiving requests, coordinating work order activity, and assisting with service delivery through internal systems and service provider networks. This role supports the management of the work order lifecycle by reviewing incoming requests, creating and updating work orders to help ensure service needs are addressed in a timely manner.

The Customer Support Associate supports operational effectiveness by following established processes, maintaining accurate records, and assisting the facilities team in tracking and managing service requests. This position performs work within defined procedures and guidelines while collaborating with internal teams and external service providers to support consistent and reliable facilities operations.

Work Order Support

• Receive, review, and process facility-related service requests through shared inboxes and internal systems.
• Create, update, and track work orders within the facilities management system.
• Monitor open work orders and ensure relevant information, notes, and status updates are properly documented.
• Assist with closing work orders and ensuring service documentation is complete.

Vendor Coordination

• Coordinate with Account Executives to confirm scheduling, service delivery, and completion of assigned work orders.
• Follow up with internal stake holders to obtain service updates or confirmation of completed work.
• Route vendor questions or service issues to the appropriate internal contacts when necessary.
• Escalate service issues or delays according to established procedures.

Operational Support

• Review incoming requests to determine appropriate next steps and routing.
• Follow established processes for request handling, work order creation, and issue escalation.
• Assist with maintaining service responsiveness by ensuring requests are processed and documented accurately.
• Support internal teams in maintaining visibility into service activity and work order status.

Administrative and System Tasks

• Document communications, updates, and actions taken within internal systems.
• Maintain accurate records related to service requests and work order activity.
• Assist with related general administrative support.
• Other duties as assigned by management.

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 1-2 years of experience in administrative support, operations support, service coordination, or customer service roles.
• Experience using work order management systems or ticketing platforms preferred.
• Strong organizational and prioritization skills with the ability to manage multiple requests.
• Strong attention to detail and ability to maintain accurate records.
• Ability to follow established processes and procedures while maintaining service quality.
• Strong written and verbal communication skills.
• Ability to communicate clearly and professionally with internal teams and service providers.
• Basic problem-solving skills and ability to evaluate requests and determine appropriate next steps.
• Ability to document processes, requests, and updates…