Customer Operations Specialist

Survoy's Superior Service; Cleveland (OH); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive wages!

Medical – Dental – Vision Benefits Start Day 1

Paid time off

Job summary

Survoy's Superior Service in Cleveland, Ohio is looking for a Customer Operations Specialist. This role involves managing service jobs and ensuring excellent customer experiences. The ideal candidate will have at least 2–3 years of experience in service coordination and invoicing.

Key responsibilities include coordinating with customers and field teams, managing job documentation, and monitoring customer satisfaction. Strong organizational skills and a utility-player mindset are essential.

Qualifications

• Minimum 2–3 years of experience in service coordination, invoicing, or customer service.
• Strong working knowledge of warranty process and customer interactions.
• Ability to manage multiple competing priorities in a fast-paced environment.

Responsibilities

• Manage full lifecycle of a service job from intake to post-service follow-up.
• Coordinate between customers and field teams to ensure satisfaction.
• Monitor satisfaction trends and manage contract renewals.

Skills

Service Coordination

Customer Experience

Invoicing

Verbal Communication

Organizational Skills

Microsoft Office Suite (Excel, Outlook, Word)

Education

2–3 years of experience in service coordination, invoicing, or customer service

3–5 years of experience preferred

Tools

ServiceTitan

Salesforce

Job description

Overview

The Customer Operations Specialist at Survoys Superior Service 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. Above all, this is a true utility player — someone who can flex across service coordination, billing, warranty work, and customer care as the day demands, and who thrives wearing multiple hats in a lean, fast-moving operation.

What Survoys Offers You

• Competitive wages!
• Medical – Dental – Vision Benefits Start Day 1 (no waiting period)
• Paid time off

Essential Functions

• Service Coordination
• Invoicing
• Customer Experience
• Customer Retention
• Job Management and Documentation
• Operational Support

Qualifications - Education & Experience

• Minimum 2–3 years of experience in service coordination, invoicing, or customer service — HVAC, mechanical services, plumbing, or electrical preferred.
• A genuine utility-player mindset — comfortable jumping across coordination, billing, warranty, and customer-facing work as priorities shift, with no “not my job” attitude.
• Strong working knowledge of the warranty process — including filing, tracking, and resolving manufacturer warranty claims across HVAC, plumbing, and electrical.
• Demonstrated track record of reliability, follow-through, and professional customer interaction. Proficiency with a field service management and/or CRM platform.
• 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.

Qualifications - Preferred

• 3–5 years of experience with increasing responsibility in a commercial service environment.
• Hands-on experience with ServiceTitan.
• Hands-on experience with Salesforce (or a comparable CRM).
• 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