Customer Operations Specialist

Ciro's Sewer Cleaning, a Liquid Environmental Solutions company, is seeking a Customer Operations Specialist to join our team in Eastlake, OH. This role is ideal for someone who is highly organized, detail-oriented, customer-focused, and comfortable supporting daily office operations in a busy service-based environment.

About the role

The Customer Operations Specialist (COS) serves as the operational hub of a Site & Facility Services branch office while playing a direct role in delivering an exceptional customer experience. This position combines customer service, scheduling coordination, dispatch support, administrative operations, billing support, vendor coordination, and branch office administration to ensure customers feel heard, informed, supported, and confident in our responsiveness and professionalism.

Responsibilities

• Serve as the primary administrative coordinator for daily branch operations, ensuring accurate communication, documentation, and follow-through between customers, technicians, vendors, and branch leadership.
• Professionally answer incoming customer calls, emails, and customer portal requests.
• Coordinate technician scheduling and daily workflow with Dispatch and Operations.
• Create, update, and maintain work orders, customer records, and service documentation.
• Proactively communicate scheduling updates, ETAs, delays, reschedules, and service completion with customers.
• Support dispatching activities, job costing, invoicing, payment posting, purchase orders, and billing functions.
• Order materials and parts while managing vendor relationships and customer management portals (Corrigo, ServiceChannel, FMX, VX Maintain, etc.).
• Monitor open work orders and proactively follow up to ensure timely completion and customer satisfaction.
• Assist with payroll administration, onboarding documentation, permits, insurance claims, and other branch administrative functions.
• Maintain accurate electronic and paper files, reports, records, and operational documentation.
• Provide administrative and operational support to Branch Leadership, Project Managers, Dispatch, and Operations.
• Compose professional customer correspondence, reports, and internal communications.
• Support accounts payable and accounts receivable processes as assigned.
• Ensure compliance with company policies, procedures, safety requirements, and operational best practices.
• Identify operational issues and recommend process improvements that enhance customer service, customer retention, operational efficiency, and branch performance.
• Support customer account collections and payment follow-up as assigned.
• Maintain a professional, customer-focused approach while representing the company with integrity and responsiveness.
• Collaborate effectively with Sales, Operations, Dispatch, Accounting, Human Resources, and Corporate Support departments to ensure seamless customer service and branch operations.

Requirements

• High School diploma or equivalent (Required).
• Two (2+) plus years of experience in customer service, dispatch, administrative, or branch operations experience (Required).
• A working knowledge of Microsoft Office Suite of products including Outlook, Word, and Excel (Required).
• Previous experience with billing, scheduling, and field service operations (Preferred).
• A working knowledge of Microsoft Dynamics 365 (Preferred).
• A working knowledge of ServiceTitan (Preferred).
• A working knowledge of QuickBooks (Preferred).

Skills

• Team player with a positive, professional attitude.
• Ability to meet deadlines and maintain poise under pressure.
• Excellent organizational skills and attention to detail.
• Ability to interact with all levels of management.
• Excellent written and verbal communication skills.
• Analytical mindset.
• Strong attention to detail in checking for incorrect data and comparing work orders to reports.
• Professional appearance and demeanor.
• Ability to prioritize, organize, and multitask.
• Ability to deal with stress, multiple phone calls, problem solving, and project timelines.

Working Environment

• General office environment supporting a business operating beyond traditional business hours.
• Ability to withstand stress associated with client interaction, multiple phone calls, problem solving, and project timelines.
• Ability to perform some light lifting and bending.
• Ability to withstand some periods of sitting.

Schedule

Monday through Friday, 7:00 AM – 4:30 PM

Pay

Between $21.97 and $224.92 per hour depending on experience and qualifications. Weekly pay with available overtime.