Customer Relationship Specialist

TL;DR

Customer Relationship Specialist (Service Coordination): Coordinating service scheduling, dispatching, work orders, and escalations for an assigned territory with an accent on customer support, operational coverage, and team performance. Focus on resolving critical scheduling risks, coaching coordinators, improving service processes, and ensuring billable work is completed within customer SLAs.

Location: Full-time onsite work in Westerville, Ohio, Monday through Friday; flexible hours, before- and after-shift support, and weekends may be required.

Company

hirify.global provides infrastructure, equipment, and services supporting critical digital infrastructure and data center operations.

What you will do

• Schedule and dispatch service events between Customer Engineers and Service Partners across the assigned territory.
• Monitor regional scheduling performance, workload, open work orders, service requests, and ticket closure.
• Handle escalated scheduling, sales inquiry, customer success, and service coordination issues.
• Coach, mentor, and train scheduling staff while addressing behavioral and operational performance concerns.
• Identify schedule risks, develop recovery plans, and present options to managers and local teams.
• Support process, policy, and system improvements while maintaining reports, PTO coverage, documentation, and performance updates.

Requirements

• Bachelor’s degree in business administration, or a high school education with at least five years of similar experience.
• At least five years of customer service and service activity coordination experience.
• Ability to lead and direct a diverse team and influence others toward business goals.
• Strong written and verbal communication, organization, multitasking, time management, analytical thinking, and problem-solving skills.
• Proficiency with business tools and extensive knowledge of relevant processes, people, and products.
• Intermediate or advanced Microsoft Excel skills, including data analysis and pivot tables.

Culture & Benefits

• Dynamic and collaborative work environment with changing priorities and customer needs.
• Opportunity to participate in continuous improvement initiatives affecting customer care and service coordination.
• Flexible availability is required to support customer and contract service-level agreements.
• Regular coaching, training, feedback, and performance conversations are part of the role.