Operations Support – Customer Service

JOB SUMMARY The OPERATIONS SUPPORT CUSTOMER SERVICE team member is responsible for providing flexible, day-to-day assistance across departments to ensure smooth and efficient operations. The position support overall team productivity by stepping into a variety of administrative, logistical, or frontline tasks as needed helping maintain continuity during high-demand periods, staff absences, or special projects. JOB DUTIES AND RESPONSIBILITIES: WORK ORDER & CONTRACTOR LIFECYCLE MANAGEMENT Oversee and audit Past Due / Not Accepted work order reports across all assigned Pods, ensuring records in Salesforce (SF) and third-party platforms are current and accurate. Review recent contractor communication before issuing updates; identify inconsistencies or unclear vendor responses and resolve or escalate as needed. Serve as the escalation point for coordinators when contractor responses are ambiguous, redirecting or advising on next steps. Monitor and manage completion status across the work order lifecycle (Completed, Scheduled, Rescheduled) with a focus on data integrity across systems.BILLING, INVOICING & REPAIR AUTHORIZATION (RA) OVERSIGHT Manage the invoicing inbox, triaging and routing bills, and independently resolving ambiguous routing issues that fall outside standard department workflows. Drive timely bill collection by proactively requesting bills for work orders 10+ days past completion and following up on outstanding bills at 28+ days past completion. Identify and correctly flag complimentary / no-charge work orders based on contractor confirmation or $0 invoices. Follow the RA submission/receival process, audit Pending RA reports, initiate new RA creation when a bill is received without one on file with work order being noted that a RA is forthcoming, and correct RA status when a contractor confirms none is required. Maintain a current, audited list of all third parties requiring periodic review, and lead the audit cadence for third-party compliance reporting.REPORTING, SCHEDULING, & COMPLIANCE Manage the recurring ServiceChannel reporting cadence (Monday/Wednesday/Friday) across all Pods, ensuring scheduled dates and notes accurately reflect real-world timing. Lead third-party audit reporting (Tuesday/Thursday), ensuring completeness and accuracy across all vendor accounts. Proactively adjust reporting cutoffs and due dates to prevent aging work orders from falling through the cracks; recommend process changes to reduce recurring backlog risk.PROCESS IMPROVEMENT & CROSS-FUNCTIONAL SUPPORT Identify recurring bottlenecks in contractor responsiveness, billing, or RA turnaround, and recommend workflow or policy improvements to leadership. Provide training, mentorship, and quality review support to entry-level coordinators handling similar workflows. Act as a subject-matter resource for questions on invoice routing, RA policy, and vendor escalation handling. Assist in training new hires for the generalist position. Participate in the on-call rotation for after hours.PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED. EQUIPMENT OPERATED: Computer, Desk Phone, Copier/Fax, etc. KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of invoicing, billing reconciliation, and repair authorization/purchase order processes.Ability to mentor team members and lead quality-control reviews, with a track record of driving process-improvement initiatives.Skilled in managing work order platforms (e.g., ServiceChannel), CRM/tracking systems (e.g., Salesforce), and vendor compliance audits.