Operations Support Specialist

SMG Facilities; Red Bank (NJ); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading facility maintenance company is seeking an Operations Support Specialist to enhance service request execution and monitoring within the Operations team. This role requires excellent organizational skills, strong follow-through, and is key for driving work order compliance in a fast-paced environment. Ideal candidates will thrive in a task-heavy atmosphere, ensuring timely resolution of service requests and effective communications with various stakeholders.

Qualifications

• 3+ years of experience in task coordination or customer service.
• Strong attention to detail and sense of urgency.
• Experience in work order or ticketing systems is a plus.

Responsibilities

• Monitor work orders to track response times and SLA compliance.
• Escalate aging work orders for follow-up.
• Support structured reporting and communication across teams.

Skills

Task Coordination

Customer Service

Excellent Communication

Proactive Follow-Up

Attention to Detail

Tools

Microsoft Excel

Google Sheets

ServiceChannel

Corrigo

Verisae

FacilIT

Job description

Company Overview:

SMG Holdings is a leading provider of comprehensive facilities maintenance services, specializing in multi-site portfolios across North America. At SMG, we are dedicated to redefining excellence in facilities management by delivering innovative, scalable, and customized solutions that empower our stakeholders to thrive and service with confidence. We are committed to delivering exceptional customer experiences and maintaining long-term relationships with our clients. SMG’s steadfast commitment to quality, client-centricity enables us to create value and provide peace-of-mind through delivery excellence, allowing our clients to better align and focus on their core objectives.

Position Overview/Purpose:

The Operations Support Specialist plays a vital support role within the Operations/Account Management team by helping to drive the day-to-day execution and throughput of active service requests. This role is specifically focused on managing daily work order (WO) SLA compliance, escalating aging requests, and ensuring all open WOs are being pushed toward timely resolution. This is a production-level, directive-driven role and not data analytical or client-facing in nature.

The ideal candidate is a high-urgency executor with excellent organizational skills and strong follow-through instincts. They thrive in a fast-paced, task-heavy environment and are comfortable operating within defined workflows and daily expectations.

Responsibilities:

• Monitor all open WOs daily to track response times, resolution status, and SLA thresholds pursuant to both SMG and Client driven expectations
• Identify and escalate aging WOs to internal account owners or managers for immediate follow-up
• Proactively push daily follow-ups to ensure WO updates, scheduling, and closure are progressing
• Track and report on recurring service delays or execution barriers to assigned leadership
• Ensure internal status trackers and WO fields remain current and accurate within the platform
• Communicate regularly with Vendors, Account Managers, and Account Coordinators to drive task closure and service compliance
• Support structured reporting cadence through consistent documentation and task updates

Qualifications:

• 3+ years of experience in task coordination, customer service, dispatch, or work order processing
• Strong attention to detail and a natural sense of urgency
• Excellent communication and follow-up skills across multiple internal stakeholders
• Experience in work order or ticketing systems a plus (ServiceChannel, Corrigo, Verisae, FacilIT, etc.)
• Able to work in a process-driven, directive-based role with minimal ambiguity
• Familiarity with Microsoft Excel, Google Sheets, and basic tracking tools

Other Skills:

• Highly organized and able to manage competing priorities in a fast-paced environment.
• Proactive communicator who can translate operational data into actionable insights for multiple stakeholders.
• Curious, continuous learner with a bias toward outcome ownership.
• Collaborative working style, with the ability to influence without authority across cross-functional teams.