Customer Operations Specialist

Customer Operations Specialist

The Customer Operations Specialist is an experienced operational specialist role designed to support the successful delivery of Service to Orkin's largest and most strategic National Account customers. This position acts as a support for communication and coordination between Orkin leadership, field teams, and key customer contacts to help uphold service standards, facilitate timely issues resolution, and maintain effective working relationships. The role requires strong operational knowledge of pest management service delivery, customer service, national account expectations, and field execution. The Customer Operations Specialist supports branch and account teams by tracking and routing service concerns, gathering information and escalating recommendations to designated leadership and account owners.

Key Responsibilities:

National Account Support

- Serve as an operational support contact between Orkin and designated National Account customer contacts by coordinating communication in partnership with the account and division leadership.

- Receive, document, and route customer service concerns and escalation requests to the appropriate branch, regional, and account partners; track progress and provide status updates to customers and leadership as appropriate.

- Work with customers and internal teams to clarify service expectations, confirm service aligns with contact expectations, documented service standards and operational standards, and escalate gaps or risks to leadership for resolution.

Field Operation Support

- Partners with branch managers, service managers, and Pros to support resolution of complex service issues through assessment, recommendation and follow-up as directed.

- Provide on-site operational support to observe service execution and documentation findings, and share observations and improvement opportunities with branch and service leadership.

- Assist with troubleshooting pest management challenges by sharing best-practice resources and escalating recommended actions to service leadership for decision and implementation.

Operational Excellence

- Monitor and support field execution and reports observations to branch and service leadership to help ensure services are delivered according to Orkin service standards, procedures, and national account requirements.

- Identify and recommend opportunities to improve service consistency, communication, and operational processes and submit recommendations to designated leadership for review and prioritization.

- Support training reinforcement by sharing tools, job aids and reminders provided by leadership and training partners; coordinate training follow-ups as needed.

Travel & Site Support

- Travel to customer locations as needed (approximately 25%).

- Support escalated service issues by documenting conditions, coordinating next steps and escalating to leadership.

- Support field teams on complex accounts by coordinating resources and communications

- Conduct operational assessments and provide findings to leadership for action planning.

- Participate in customer meetings and site reviews in support of account or division leadership.

The Benefits:

• Challenging position with a financially stable and reputable company
• Comprehensive benefits package including medical, dental, vision, maternity & life insurance
• 401(k) plan with company match, employee stock purchase plan, paid time off
• Opportunities for professional growth and development
• A supportive and dynamic work environment

Qualifications:

The Experience You Will Bring (Minimum Requirements):

- 4-7+ years of experience in pest management operations, service delivery or field operations support.

- Experience working in or closely with service leadership (e.g., Service Manager or equivalent) within a service-based organization.

- Strong knowledge of commercial pest control practices and service standards.

- Experience of working with large or national account customers is preferred.

- Excellent problem – solving, communication, and conflict-resolution skills.

- Ability to collaborate effectively with field teams and leadership partners to support service standards and issue resolution without direct authority.

- Strong organizational skills with the ability to manage multiple priorities, services requests and escalation tracking in a fast-paced environment.

- Ability and willingness to travel up to 25%.

Preferred Qualifications:

- Experience supporting multi-locations or national customers.

- Background in operations improvement of field service optimization.

- Strong presentation and customer engagement skills.

- Knowledge of food safety, regulatory, and audit-driven pest management environments.

Key Competencies:

- Customer Focus

- Operational Execution

- Problem Solving & Escalation Support/Tracking

- Communication & Relationship Building

- Field Operation Knowledge

- Planning & Prioritization

Physical Demands / Working Environment:

• We require the ability to pass a drug screen and background checks. Candidates must have the ability to perform the requirements of the job with or without accommodations.

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Orkin is an Equal Opportunity / Protected Veterans / Individuals with Disabilities Employer