Operations Support Representative – 2nd Shift

The Operations Support Representative is responsible for coordinating facility management and service activities and ensuring exceptional customer service for SLM’s nationwide clients and strategic partners. This role involves managing service requests, project coordination, and customer relationship management with a focus on timely and accurate resolution of issues. The coordinator will handle a variety of tasks across multiple lines of service—including solid waste, grease, fire protection, hood cleaning, and facilities maintenance— ensuring all service interactions meet company, customer, and strategic partner specifications and quality standards.

Essential Job Requirements

Utilize the company’s database system to create and manage tickets, documenting all interactions and resolutions.

Provide accurate and timely information in response to customer/strategic partner questions.

Maintain consistent contact with clients and strategic partners while resolving issues and during projects, ensuring client satisfaction.

Address and resolve customer concerns, complaints, and emergency calls.

Rectifies complaints using company records as the basis for decision-making.

Manage work orders and ensure strategic partners’ work meets contractual scopes of work.

Coordinate facilities maintenance projects from start to finish.

Create purchase orders for new and existing customers.

Identify prospective strategic partners using the internet and other search engines.

Manage strategic partner relationships and train them on work order and billing procedures.

Collaborate with other company departments to develop constructive and cooperative working relationships.

Conduct post-service follow-up calls and coordinate repair services.

Reviews with Manager or Supervisor daily any tickets outstanding and incomplete workorders outstanding to be addressed with team for completion.

Generate reports and perform analysis as needed.

Other duties as assigned.

Demonstrate and uphold company values—growth, excellence, trust, collaboration, and customer-centric service—in all interactions and decision-making.

Must be available to work a second shift schedule (3:00PM – 11:30PM) Monday-Friday

This role is hybrid after the completion of successful training and with prior manager approval; however, the company reserves the right to require in-office presence as needed or requested.

Qualifications

• Associate’s degree in business or a related field, or a High School diploma with equivalent work experience, preferably in the Hospitality, Construction, or Facilities Management arenas with some post-secondary education.
• Minimum three years of customer service experience; call center environment strongly desired
• At least two years of maintenance-related experience in HVAC, Plumbing, Electrical Construction, Facilities Management, or another industrial trade is strongly preferred.
• Flourish in a fast-paced, deadline-driven work environment.
• Process customer requests in a timely and professional manner.
• Think creatively and act independently within the scope of assigned responsibilities.
• Converse, listen, and take notes simultaneously.
• Maneuver easily between multiple computer screens.
• Demonstrate strong negotiation skills.
• Exhibit strong time management ability with multitasking and prioritization skills.
• Possess knowledge of Windows, Word, Excel, Outlook, and the Internet, with the ability to create spreadsheets, emails, and other departmentally required documents.
• Demonstrate willingness and ability to learn the Company’s proprietary database program.
• Possess knowledge of the principles and processes for providing customer service, including customer needs assessment, meeting quality standards for service, and evaluating customer satisfaction.
• Function independently within the scope of assigned responsibility as well as being a contributor to the team.