Assistant Service Operations Manager

BGIS Careers•Hudson, FL

4h•$60,000 - $75,000•Remote

About The Position

Assistant Service Operations Manager - Join Our Dynamic Team in Hudson, FL! Are you seeking a rewarding leadership career with a company that prioritizes your growth, values your contributions, and fosters a supportive, flexible work environment? BGIS Integrated Technical Services (BGIS ITS) is excited to invite an experienced and motivated Assistant Service Operations Manager to join our Customer Resolution Team in Hudson, FL, and surrounding areas. This position can also be remote. Why Choose BGIS ITS? At BGIS ITS, we’re more than a workplace we’re a community dedicated to your success. Here’s what makes us stand out: A Company That Cares: We’re committed to helping you achieve your career goals with personalized support and opportunities. Flexible Rewards: Enjoy recognition and benefits tailored to your unique needs and lifestyle. Your Career Comes First: We prioritize your professional growth with comprehensive training and advancement opportunities. Global Reach, Local Impact: As part of a global leader in facility management, you’ll have access to a vast network of career opportunities while making a difference locally. Role Overview Role Overview as Assistant Service Operations Manager, you will provide functional leadership and daily direction to the Customer Resolution Team, focusing on queue management, customer escalations, warranty and callback coordination, and quality assurance support. You will guide Account Coordinators, ensure adherence to standard operating procedures, and drive service quality and operational efficiency across commercial install and service business lines while exemplifying BGIS values of safety, sustainability, professionalism, and care. About BGIS ITS BGIS Integrated Technical Services, formerly Millian Aire Enterprises, joined the BGIS family in 2022, becoming part of a global leader in integrated facility management services. With over 500 commercial field technicians in the US and 7,000 globally, we deliver exceptional customer experiences through a service-oriented approach. Our team of skilled professionals is supported by ongoing training, career development, and a commitment to excellence in project delivery, energy & sustainability, asset management, workplace advisory, and real estate services. Why You’ll Love Working with Us Join a team that values your contributions and invests in your future. At BGIS ITS, you’ll enjoy a competitive salary, comprehensive benefits, and opportunities for growth in a supportive, professional environment. Whether you’re looking to build a long-term career or explore new opportunities within our global network, we’re here to help you succeed. Ready to Join Us? Discover more about this exciting opportunity and apply today at https://www.bgis.com/us/careers/. Be part of a team that’s shaping the future of facility management with care, professionalism, and innovation! Our company culture includes a robust mix of sound business practices and employee initiatives that promote personal and professional development, work/life balance, health and wellness and community involvement. The Company is an equal opportunity employer. We believe every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. We are committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, ancestry, creed, marital status, sexual orientation, or Veteran or military status, genetic information or any other basis prohibited by local, state or federal law in the relevant jurisdiction. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training. BGIS is committed to strengthening our diversity through recruiting and retaining minority and women professionals from all backgrounds. Our commitment is consistent with our recognition that it is the outstanding people within BGIS who the source of our strength has always been. We recognize that promoting diversity is an integral component of our continuing quest for organizational excellence. This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity. Anyone with questions or concerns regarding Equal Employment Opportunity should contact their direct supervisor or the Human Resources Department without fear of retaliation of any kind.

Requirements

High School Diploma or equivalent required; additional education or Associate’s degree a plus.
Minimum 3 years in customer service, operations, quality, or service coordination roles.
Proven ability to guide and support team members in a fast-paced environment.
Excellent verbal and written skills with strong grammar, spelling, and punctuation.
Strong customer service orientation and demonstrated escalation/warranty workflow experience.
Ability to prioritize in a multi-client setting, with strong organizational, documentation, and problem-solving skills.
Creative self-starter with critical thinking, able to work independently and collaboratively.
Proficient in Microsoft Office with strong keyboarding skills.
Valid driver’s license and ability to provide personal transportation for occasional off-site meetings (with reimbursement).

Responsibilities

Provide day-to-day guidance and support to Account Coordinators on the Customer Resolution Team.
Plan and implement onboarding and training for new team members.
Serve as a secondary escalation point and act on behalf of the Senior Service Operations Manager when needed.
Reinforce BGIS values and professionalism in all interactions.
Monitor and manage work order queues, escalations, warranty cases, and callbacks daily.
Prioritize workloads to meet service-level targets and client expectations.
Resolve complex customer issues and coordinate with internal teams.
Ensure accurate documentation and tracking of work orders, communications, and resolutions.
Interact daily with clients via phone, email, and meetings to provide updates and manage expectations.
Act as a secondary escalation point for unresolved or sensitive customer concerns.
Ensure all customer communications are professional, timely, and compliant.
Monitor adherence to complaint-handling and escalation procedures.
Partner with internal teams to drive timely issue resolution.
Perform quality reviews of customer interactions and work orders.
Assist with scorecard tracking, KPI monitoring, and reporting.
Identify quality gaps and support corrective actions and coaching.
Ensure compliance with internal procedures and external safety, health, and environmental requirements.
Identify process improvement opportunities and recommend solutions to leadership.
Champion implementation of new tools, workflows, and process updates.
Collaborate cross-functionally with Billing, Customer Service, Field Operations, and Quality teams.

Benefits

Competitive Compensation & Benefits
Salary Range: $60,000–$75,000 annually (commensurate with experience)
Paid Time Off: Start with 48 Hours of PTO, increasing to 168 PTO Hours with tenure
Paid Holidays: 7 per year, including New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, and Christmas
401(k) Match: 5% employer match to secure your financial future
Comprehensive Benefits: Health, life, and disability coverage for peace of mind
Exclusive Discounts: Access corporate perks through ADP
Career Development: Unlock technical training and pathways to career advancement
Relocation Opportunities: Explore growth within our global network
Positive Workplace: Join a collaborative, professional team that values work-life balance