Customer Operations Specialist

BME•Burlington, KY

12h•$70,000•Onsite

About The Position

The Customer Operations Specialist at BME Services plays a dual role at the heart of our service operations: ensuring seamless coordination between customers and field teams, and delivering a world-class customer experience that drives retention and strengthens our reputation. This role is responsible for managing the full lifecycle of a service job — from initial intake and dispatch through real-time technician coordination, job closure, and post-service follow-up. At the same time, this person serves as a customer advocate, monitoring satisfaction trends, managing contract renewals, and partnering with Service Managers and leadership to resolve issues quickly and professionally. The ideal candidate brings operational discipline, genuine care for customers, and the communication skills to navigate both field teams and executive-level customer relationships with equal confidence.

Requirements

Minimum 2–3 years of experience in service coordination, dispatch, or customer service — HVAC, mechanical services, plumbing, or electrical preferred.
Demonstrated track record of reliability, follow-through, and professional customer interaction.
Proficiency with BuildOps or comparable field service management / CRM systems.
Strong working knowledge of Microsoft Office Suite (Excel, Outlook, Word).
Excellent verbal and written communication skills.
Highly organized with the ability to manage multiple competing priorities in a fast-paced environment.
Ability to work independently and as part of a cross-functional team.
Punctual, dependable, and consistently positive in attitude under pressure.

Nice To Haves

3–5 years of experience with increasing responsibility in a commercial service environment.
Experience managing national or key account relationships.
Familiarity with SLA-based service contracts and maintenance agreement structures.
Ability to interpret data trends and translate them into actionable recommendations.
Professional demeanor when interacting with executive-level customer contacts.

Responsibilities

Proactively plan, forecast, and dispatch service calls — ensuring the right technician with the right skill set is assigned to every job.
Manage and organize service calls prior to deployment, minimizing unnecessary costs and maximizing first-time fix rates.
Communicate job status to customers in real-time while service is in progress; follow up after completion to confirm resolution.
Coordinate preventive maintenance (PM) scheduling, ensuring 100% of PMs are executed on time per contracted schedule.
Handle emergency job requests, ensuring urgent calls are dispatched within one hour.
Assist with managing customer maintenance contracts and organizing technician workflow to accommodate contract requirements.
Serve as the primary customer advocate — proactively engaging key accounts to ensure satisfaction and identify risk before it becomes cancellation.
Monitor and analyze customer survey data and feedback trends; respond to all surveys rated below 'Excellent' and coordinate follow-up actions.
Conduct 90-day pre-renewal check-ins on upcoming PMA and service contracts to ensure strong renewal rates.
Investigate reasons for contract cancellations and lead re-engagement efforts after a 6-month cooling period.
Route service-generated leads (customers expressing interest in additional services) to appropriate Sales or Account Managers.
Support SLA performance monitoring for key national accounts.
Promote additional BME services — HVAC, Plumbing, and Electrical — when appropriate during customer interactions.
Ensure all service jobs are accurately tracked, documented, and closed in BuildOps within 48 hours of completion.
Verify all required job details are entered correctly: labor hours, parts used, technician notes, and billing information.
Manage and track purchase orders for jobs requiring materials, maintaining 98%+ accuracy.
Conduct fact-finding investigations into customer issues and document findings in BuildOps or CRM systems.
Maintain 100% utilization of BuildOps for all scheduling, dispatching, and job tracking tasks.
Support reporting dashboards related to customer satisfaction, job performance, and SLA metrics.
Work closely with Branch Manager, Service Technicians, Account Managers, and Business Development Managers to support both immediate service needs and long-term growth.
Ensure service teams receive complete job information — details, customer history, access instructions — before each scheduled call.
Continually review current processes and make recommendations to strengthen customer experience and operational efficiency.
Collaborate across HVAC, Plumbing, and Electrical service lines to ensure coordinated, seamless delivery.