Customer Operations Specialist

We're looking for a highly organized, detail-oriented Customer Operations Specialist to support our growing network of home improvement contractors.

This role sits at the center of our customer operations team and is responsible for making sure the administrative and operational details behind each contractor account are accurate, up to date, and running smoothly.

This is a great fit for someone who enjoys working with numbers, spreadsheets, CRM systems, customer accounts, and detailed processes-and who takes pride in catching the small things before they become bigger problems.

• Maintain accurate contractor account information within Salesforce and other internal systems.
• Update customer budgets, campaign limits, service areas, products, trades, and other account settings.
• Maintain and update ZIP code lists and contractor service markets.
• Process customer changes accurately and ensure updates are reflected across the appropriate systems.
• Monitor account details and proactively identify inconsistencies or missing information.

• Prepare and review customer invoices.
• Verify billing information and campaign activity for accuracy before invoices are issued.
• Assist with billing questions and account adjustments.
• Coordinate internally to resolve discrepancies between account activity, customer agreements, and invoicing.
• Maintain accurate records of billing and account changes.

• Prepare account reports and projections for our Strategic Account Manager.
• Organize customer performance data so Account Management can quickly understand account activity and opportunities.
• Assist with preparing information for customer reviews and performance conversations.
• Help identify accounts that may need attention based on budgets, utilization, service areas, or other operational factors.

• Answer inbound B2B customer service calls from our contractor partners.
• Help contractors with common account questions, campaign changes, billing questions, service areas, and operational requests.
• Route more complex performance or strategic account questions to the appropriate Account Manager.
• Follow through on customer requests to ensure issues are actually resolved rather than simply passed along.

• Manage routine communications to Small Business and Regional contractor accounts.
• Prepare and send customer emails regarding:
• Product and service updates
• Holiday schedules
• Office closures
• Operational changes
• New features
• Important account reminders
• Maintain accurate customer distribution lists and communication records.

The strongest person for this role will be someone who is naturally very detail-oriented
.

You should enjoy working through lists, spreadsheets, account records, and processes where accuracy matters.

We're looking for someone who:

• Has excellent attention to detail and catches inconsistencies others may overlook.
• Is highly organized and comfortable managing many small tasks simultaneously.
• Follows processes consistently without losing sight of the customer.
• Is comfortable working with spreadsheets, numbers, and basic reporting.
• Can communicate professionally with business owners and customer teams by phone and email.
• Takes ownership of problems and follows them through to completion.
• Is comfortable learning new software and working across multiple systems.
• Can prioritize urgent customer requests while still completing recurring operational responsibilities.
• Communicates clearly when something doesn’t look right rather than making assumptions.
• Enjoys making systems and processes more organized and efficient.

Experience in any of the following is helpful, although we…