Senior Customer Service & Operations Coach (Hybrid)

ESFM® USA

Charlotte (NC)

Hybrid

USD 39,000 - 41,000

Full time

14 days+

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Benefits offered by this job

Retirement Plan

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Voluntary Benefits

Critical Illness Insurance

Accident Insurance

Hospital Indemnity Insurance

Legal Services

Choice Auto and Home Program

Medical

Dental

Vision

Life Insurance/AD

Disability Insurance

Commuter Benefits

Flexible Spending Accounts (FSAs)

Employee Assistance Program

Job summary

ESFM USA is seeking a Senior Customer Service Assistant for a full-time, hybrid role in Charlotte, NC. The position supports call-center based customer service and work order management for staff and clients, with on-site duties Monday through Thursday and remote work on Fridays.

The ideal candidate has 2–3 years in customer service or facilities management, and experience with CMMS/work order systems is preferred.

Qualifications

Minimum 2–3 years of experience in customer service, facilities management, or service coordination environments.
Experience using CMMS or work order management systems preferred.

Responsibilities

Serve as a customer service representative in a call center and provide work order management support.
Lead training and onboarding of new hires and coach existing employees.
Provide analytics, reporting, and operational insights as needed.
Support invoices and verify charges against completed work and approved scope.
Answer customer inquiries via phone and email and promote service requests.