Customer Operations Specialist

Promera; Charlotte (NC); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

401k + matching

Life, Disability and other Voluntary

Employee Assistance Program

Promotion opportunities

Paid Time Off

Job summary

Promera is seeking a highly organized and customer-focused Customer Operations Specialist to support our national service operations. This role coordinates service scheduling, dispatch field resources, manages customer communications, and ensures timely execution of service requests across the United States.

As a key link between customers, field personnel, sales, and operations, you will monitor queues, update work orders, and escalate issues when needed.

Qualifications

• 2+ years of experience in B2B scheduling, customer service, service coordination, call center operations, or a related field
• Strong organizational, time management, and multitasking skills
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office Suite, including Outlook, Excel, and Teams

Responsibilities

• Coordinate and schedule field service technicians, project teams, and subcontractors to support customer service requests nationwide.
• Dispatch personnel and resources while balancing customer requirements, technician availability, and priorities.
• Manage inbound and outbound customer communications regarding service requests, scheduling, updates, and status.
• Monitor service queues and respond to urgent or emergency requests promptly.
• Create, update, and maintain work orders, customer records, scheduling information, and service documentation.

Skills

Organizational skills

Time management

Multitasking

Verbal and written communication

Attention to detail

Tools

Salesforce

ServiceTrade

ServiceTitan

Zendesk

Five9

Microsoft Office Suite

Job description

Promera is a leading provider of critical environment management solutions for mission critical environments, including data centers, cleanrooms, and life sciences facilities. For over 45 years, we have helped protect the performance and reliability of some of the world's most demanding spaces. Our clients include top general contractors, hyperscale cloud providers, colocation facilities, and enterprises that rely on safe, compliant, and expertly maintained environments. Promera is ISO 9001:2015 and ISO 14001 certified, demonstrating our commitment to service excellence and operational efficiency.

Promera is seeking a highly organized and customer-focused Customer Operations Specialist to support our national service operations. As a key member of the Operations Center team, this individual will coordinate service scheduling, dispatch field resources, manage customer communications, and ensure timely execution of service requests across the United States.

The Customer Operations Specialist serves as a critical link between customers, field personnel, sales, and operations teams. This role requires exceptional attention to detail, strong communication skills, and the ability to thrive in a fast-paced environment while maintaining a high level of customer service and operational excellence.

What You'll Work On

• Coordinate and schedule field service technicians, project teams, and subcontractors to support customer service requests and project activities nationwide.
• Dispatch personnel and resources while balancing customer requirements, technician availability, geographic considerations, and operational priorities.
• Manage inbound and outbound customer communications regarding service requests, scheduling, work order updates, and project status.
• Monitor service queues and respond to urgent or emergency requests in a timely manner.
• Create, update, and maintain work orders, customer records, scheduling information, and service documentation within company systems.
• Proactively identify opportunities for additional services, recurring maintenance programs, or expanded customer support needs and communicate those opportunities to the appropriate team.
• Collaborate closely with Operations, Sales, Project Management, and Field Leadership teams to ensure seamless service delivery.
• Track technician assignments, project milestones, service completion status, and customer follow-up requirements.
• Escalate customer concerns, service issues, and scheduling conflicts as appropriate to leadership.
• Support after-hours and emergency service coordination as required within the Operations Center environment.
• Ensure all activities are performed in accordance with company policies, quality standards, safety requirements, and customer-specific procedures.
• Maintain accurate records and documentation to support operational reporting and performance metrics.
• Contribute to continuous improvement initiatives focused on customer experience, scheduling efficiency, and operational performance.

Qualifications

• 2+ years of experience in B2B scheduling, customer service, service coordination, call center operations, or a related field
• Strong organizational, time management, and multitasking skills
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office Suite, including Outlook, Excel, and Teams
• Ability to work effectively in a fast-paced environment with changing priorities
• Strong attention to detail and commitment to delivering a high-quality customer experience

Preferred Qualifications

• Experience supporting field service, facilities services, construction services, technical services, or maintenance organizations
• Experience using CRM, scheduling, dispatch, or work order management systems such as Salesforce, ServiceTrade, ServiceTitan, Zendesk, Five9, or similar platforms
• Experience coordinating nationwide service operations
• Knowledge of scheduling optimization, workforce coordination, and service delivery best practices
• Experience identifying customer needs and supporting revenue-generating opportunities
• Competitive pay, based on experience and location
• Paid on-the-job training, and continued learning, including certifications
• Paid Time Off
• Life, Disability and other Voluntary coverage
• 401k + matching
• Employee Assistance Program
• Promotion opportunities

We are an Equal Opportunity Employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.