Customer Operations Specialist

Customer Operations Specialist

All City Environmental Services, a Liquid Environmental Solutions company, is seeking a Customer Operations Specialist to join our team in Chicago.

This role is ideal for someone who is highly organized, detail-oriented, customer-focused, and comfortable supporting daily office operations, service documentation, billing, scheduling support, customer communication, and administrative follow-through in a busy service-based environment.

Location: All City Plumbing & Environmental Services

Schedule: Monday through Friday, 7:00 AM – 4:30 PM
Compensation: between $23.26 and $26.39/hr depending on experience and qualifications
Pay: Weekly pay with available overtime
Job Type: Full-time, in person

POSITION DESCRIPTION

Position Overview:

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. The expectation is to communicate proactively, follow through consistently, and support operational excellence while ensuring efficient daily branch operations.

Essential Functions

• 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.

Knowledge and 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 work in general office conditions.
• Light lifting and bending when working.
• Must have the ability to prioritize, organize, and multitask.
• Must maintain a professional appearance and demeanor.
• Must have the ability to maintain and manage a general business office.
• Must have the ability to deal with stress, multiple phone calls, problem solving, and project time lines.

Education and Experience

• 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)

Working Environment:

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

Core Operating Principle:

• Clear communication, strong coordination, and exceptional customer service drive customer confidence.

This job description in no way states of implies these are the only duties to be performed by the employee incumbent in the position. Employees will be required to follow any other legal or ethical job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.

This document does not create an employment contract, implied or otherwise. Liquid Environmental Solutions has an “at will” relationship with team members.