Customer Operations Specialist

Contractor Appointments; Stillwater (MN); On-site; USD 28,000 - 39,000; Full time

Job summary

Contractor Appointments in Stillwater, MN is seeking a highly organized Customer Operations Specialist to support our network of home improvement contractors. The role sits at the heart of customer operations, ensuring contractor accounts are accurate, up-to-date, and running smoothly across Salesforce and internal systems.

You’ll handle account updates, billing inquiries, reporting, and routine customer communications, with a focus on detail and accuracy.

Qualifications

• Must be highly organized with exceptional attention to detail.
• Able to manage multiple small tasks concurrently.
• Comfortable working with spreadsheets and CRM systems.
• Excellent written and spoken communication with business owners and contractor teams.
• Able to follow processes and own issues through to resolution.
• Willing to learn new software and adapt across multiple systems.
• Proactive in identifying inconsistencies and missing information.
• Experience in administrative or operations roles a plus.

Responsibilities

• Maintain accurate contractor account information in Salesforce and internal systems.
• Update budgets, campaign limits, service areas, products, and trades.
• Maintain ZIP codes and contractor service markets.
• Process changes accurately and reflect updates across systems.
• Prepare and review customer invoices.
• Verify billing accuracy and assist with invoice questions.
• Prepare account reports and projections for the Strategic Account Manager.
• Organize performance data for quick account review.
• Support account management and respond to routine customer requests.
• Handle routine B2B customer service calls and route complex questions.
• Send routine customer communications and maintain distribution lists.

Skills

Detail orientation

Organized

Attention to detail

Strong communication

Spreadsheet proficiency

CRM familiarity

Problem solving

Tools

Salesforce

Excel

Google Sheets

Job description

We're looking for a highly organized, detail-oriented Customer Operations Specialist to support our growing network of home improvement contractors.

This role sits at the center of our customer operations team and is responsible for making sure the administrative and operational details behind each contractor account are accurate, up to date, and running smoothly.

This is a great fit for someone who enjoys working with numbers, spreadsheets, CRM systems, customer accounts, and detailed processes-and who takes pride in catching the small things before they become bigger problems.

What You'll Do

Customer Account Operations

• Maintain accurate contractor account information within Salesforce and other internal systems.
• Update customer budgets, campaign limits, service areas, products, trades, and other account settings.
• Maintain and update ZIP code lists and contractor service markets.
• Process customer changes accurately and ensure updates are reflected across the appropriate systems.
• Monitor account details and proactively identify inconsistencies or missing information.

Billing & Invoicing

• Prepare and review customer invoices.
• Verify billing information and campaign activity for accuracy before invoices are issued.
• Assist with billing questions and account adjustments.
• Coordinate internally to resolve discrepancies between account activity, customer agreements, and invoicing.
• Maintain accurate records of billing and account changes.

Reporting & Account Management Support

• Prepare account reports and projections for our Strategic Account Manager.
• Organize customer performance data so Account Management can quickly understand account activity and opportunities.
• Assist with preparing information for customer reviews and performance conversations.
• Help identify accounts that may need attention based on budgets, utilization, service areas, or other operational factors.

B2B Customer Service

• Answer inbound B2B customer service calls from our contractor partners.
• Help contractors with common account questions, campaign changes, billing questions, service areas, and operational requests.
• Route more complex performance or strategic account questions to the appropriate Account Manager.
• Follow through on customer requests to ensure issues are actually resolved rather than simply passed along.

Customer Communications

• Manage routine communications to Small Business and Regional contractor accounts.
• Prepare and send customer emails regarding:
• Product and service updates
• Holiday schedules
• Office closures
• Operational changes
• New features
• Important account reminders
• Maintain accurate customer distribution lists and communication records.
  

What We're Looking For

The strongest person for this role will be someone who is naturally very detail-oriented.

You should enjoy working through lists, spreadsheets, account records, and processes where accuracy matters.

We're looking for someone who:

• Has excellent attention to detail and catches inconsistencies others may overlook.
• Is highly organized and comfortable managing many small tasks simultaneously.
• Follows processes consistently without losing sight of the customer.
• Is comfortable working with spreadsheets, numbers, and basic reporting.
• Can communicate professionally with business owners and customer teams by phone and email.
• Takes ownership of problems and follows them through to completion.
• Is comfortable learning new software and working across multiple systems.
• Can prioritize urgent customer requests while still completing recurring operational responsibilities.
• Communicates clearly when something doesn’t look right rather than making assumptions.
• Enjoys making systems and processes more organized and efficient.
  

Experience That Would Be Helpful

Experience in any of the following is helpful, although we care more about aptitude and attention to detail than a specific background:

• Customer operations
• Account coordination
• Customer success support
• Sales operations
• Billing or invoicing
• CRM administration
• Data entry or reporting
• Home improvement or home services
• B2B customer service

Experience with Salesforce, Excel, or Google Sheets is a plus.

What Success Looks Like

You’ll be successful in this role when:

• Customer invoices are accurate and sent on time.
• Account budgets and campaign settings stay current.
• ZIP codes and service markets are accurately maintained.
• Customer requests are handled quickly and don’t fall through the cracks.
• Account Managers have the reports and projections they need without having to build them themselves.
• Contractors know who to contact when they need operational help.
• Routine customer communications are clear, accurate, and sent on time.
• Account information across our systems can be trusted.
  

About Contractor Appointments

Contractor Appointments connects homeowners who are planning home improvement projects with qualified contractors.

We work with home improvement companies across the United States in categories including roofing, windows, siding, bath remodeling, and other residential services.

As we grow, strong customer operations become increasingly important. This position plays a key role in making sure our contractor partners receive a consistent, organized experience while our Account Management team can focus on performance, retention, and growing customer relationships.