Customer Operations Specialist

Liquid Brand•Chicago, IL

7d•Onsite

About The Position

The Customer Operations Specialist serves as the operational hub of a Site & Facility Services branch office and helps deliver an exceptional customer experience. The role combines customer service, scheduling coordination, dispatch support, administrative operations, billing support, vendor coordination, and branch office administration to support responsive customer service and efficient daily branch operations. The position is based in person in Chicago, at All City Plumbing & Environmental Services, and is scheduled Monday through Friday, 7:00 AM–4:30 PM. Compensation is $23.26–$26.39 per hour depending on experience and qualifications, with weekly pay and available overtime. The specialist coordinates communication and documentation among customers, technicians, vendors, and branch leadership; handles customer inquiries; supports scheduling, dispatch, work orders, billing, and payments; and maintains accurate records and files. The role also provides administrative and operational support to branch leadership and collaborating departments, helps monitor open work orders, and identifies opportunities to improve customer service, retention, efficiency, and branch performance. The work is performed in a general office environment supporting a business that operates beyond traditional business hours. It involves customer interaction, multiple phone calls, problem solving, deadlines, and project timelines, as well as some light lifting and bending and periods of sitting.

Requirements

High school diploma or equivalent.
At least two years of experience in customer service, dispatch, administration, or branch operations.
Working knowledge of Microsoft Office, including Outlook, Word, and Excel.
Positive, professional, team-oriented attitude.
Ability to meet deadlines and maintain poise under pressure.
Excellent organizational skills and attention to detail, including checking data and comparing work orders to reports.
Excellent written and verbal communication skills.
Ability to interact with all levels of management.
Analytical mindset.
Professional appearance and demeanor.
Ability to prioritize, organize, and multitask.
Ability to maintain and manage a general business office.
Ability to handle stress associated with client interactions, multiple phone calls, problem solving, and project timelines.
Ability to work in general office conditions and perform some light lifting and bending.

Nice To Haves

Previous experience with billing, scheduling, and field service operations.
Working knowledge of Microsoft Dynamics 365.
Working knowledge of ServiceTitan.
Working knowledge of QuickBooks.

Responsibilities

Serve as the primary administrative coordinator for daily branch operations, maintaining accurate communication, documentation, and follow-through among customers, technicians, vendors, and branch leadership.
Answer incoming customer calls, emails, and customer portal requests professionally.
Coordinate technician scheduling and daily workflow with Dispatch and Operations.
Create, update, and maintain work orders, customer records, and service documentation.
Proactively communicate scheduling updates, ETAs, delays, reschedules, and service completion to customers.
Support dispatching, job costing, invoicing, payment posting, purchase orders, and billing functions.
Order materials and parts; manage vendor relationships and customer management portals such as Corrigo, ServiceChannel, FMX, and VX Maintain.
Monitor open work orders and follow up to support timely completion and customer satisfaction.
Assist with payroll administration, onboarding documentation, permits, insurance claims, and other branch administrative functions.
Maintain accurate electronic and paper files, reports, records, and operational documentation.
Provide administrative and operational support to Branch Leadership, Project Managers, Dispatch, and Operations.
Compose professional customer correspondence, reports, and internal communications.
Support accounts payable and accounts receivable processes as assigned.
Ensure compliance with company policies, procedures, safety requirements, and operational best practices.
Identify operational issues and recommend process improvements to enhance customer service, customer retention, operational efficiency, and branch performance.
Support customer account collections and payment follow-up as assigned.
Represent the company with a professional, customer-focused approach, integrity, and responsiveness.
Collaborate with Sales, Operations, Dispatch, Accounting, Human Resources, and Corporate Support to support customer service and branch operations.
Perform other legal or ethical job-related duties requested by an authorized person.