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Service Operations Support Jobs in Massachusetts

United Service Co.

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Customer Service & Operations Support Specialist

Topsfield, MA · On-site

$21.50 - $25/hr

Customer Service & Operational Support Specialist Company: United Service Company Location: Topsfield, MA (On-site) Type: Full-Time, Monday-Friday Be a Key Member of Our Service Team United Service ...

Marathon Staffing

Operations Support Associate

Ayer, MA · On-site

Many of our employees came from retail, office administration, customer service, hospitality ... Our role combines hands-on production support with operational and team-based responsibilities in a ...

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Service Operations Support information

How does a Service Operations Support professional typically collaborate with other departments to resolve customer issues?

Service Operations Support professionals work closely with teams such as customer service, technical support, and field service representatives to address and resolve customer concerns efficiently. They often act as a liaison, ensuring accurate information flows between departments and that all parties are aligned on resolution steps. This collaboration may involve coordinating schedules, escalating issues to specialized teams, and tracking progress to ensure timely resolution. Effective communication and organizational skills are key to managing these cross-functional interactions and maintaining high customer satisfaction.

What are the key skills and qualifications needed to thrive as a Service Operations Support, and why are they important?

To thrive as a Service Operations Support professional, you need strong organizational skills, attention to detail, and a solid understanding of service management processes, often supported by a degree in business administration or a related field. Familiarity with IT service management (ITSM) tools like ServiceNow or Jira, as well as knowledge of ITIL frameworks or similar certifications, is typically required. Excellent communication, problem-solving abilities, and a customer-focused attitude are vital soft skills for this role. These competencies ensure smooth service delivery, rapid issue resolution, and high customer satisfaction within operational environments.

What is the difference between Service Operations Support vs Customer Service Representative?

AspectService Operations SupportCustomer Service Representative
Required CredentialsTypically technical certifications or industry-specific trainingCustomer service or communication skills, sometimes basic certifications
Work EnvironmentOffice or technical support centers, often with IT or technical teamsCall centers, retail, or service desks, interacting directly with customers
Employer & Industry UsageUsed in industries like telecommunications, IT, and utilitiesCommon across retail, hospitality, and service industries
Search & Comparison IntentUnderstanding technical support roles and responsibilitiesCustomer interaction and service skills comparison

Service Operations Support focuses on technical and operational aspects of service delivery, often requiring specialized certifications and working closely with technical teams. Customer Service Representatives primarily handle direct customer interactions, emphasizing communication skills. While both roles support customer satisfaction, Service Operations Support is more technical, whereas Customer Service Representatives focus on customer communication and issue resolution.

What are Service Operations Support roles?

Service Operations Support roles involve assisting with the efficient delivery of services within an organization. These professionals handle tasks such as coordinating service requests, managing schedules, tracking performance metrics, and supporting communication between customers and service teams. They play a critical role in ensuring that service processes run smoothly and that customer issues are resolved promptly. By streamlining operations and providing administrative support, Service Operations Support staff help improve overall service quality and customer satisfaction.
What are popular job titles related to Service Operations Support jobs in Massachusetts? For Service Operations Support jobs in Massachusetts, the most frequently searched job titles are:
What job categories do people searching Service Operations Support jobs in Massachusetts look for? The top searched job categories for Service Operations Support jobs in Massachusetts are:
What cities in Massachusetts are hiring for Service Operations Support jobs? Cities in Massachusetts with the most Service Operations Support job openings:
Service Operations Support jobs near you
Customer Service & Operations Support Specialist

Customer Service & Operations Support Specialist

United Service Co.

Topsfield, MA • On-site

$21.50 - $25/hr

Full-time

Medical, PTO

Posted just now

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Job description

Job Title: Customer Service & Operational Support Specialist

Company: United Service Company

Location: Topsfield, MA (On-site)

Type: Full-Time, Monday–Friday

Be a Key Member of Our Service Team

United Service Company is a family-owned regional leader in commercial refrigeration and restaurant equipment. We are looking for a Customer Service & Service Coordinator who wants to be more than just an employee—we want a key team member who will take ownership of our customer experience.

In this role, you are the vital link between our field technicians and our diverse client base. Whether you are assisting a local restaurant, a neighborhood grocery store, or a large-scale regional franchise, your professional support ensures their essential equipment stays running and their businesses stay successful.

Please Note: Our office includes a friendly dog on a daily basis. If you have allergies or concerns, please keep this in mind when applying.

Compensation & Benefits

  • Pay: $21.50–$25 per hour (Commensurate with experience)
  • Health Insurance: Health insurance coverage
  • Growth: Opportunity to grow within a stable, essential regional business
  • Time Off: Paid holidays and paid time off (PTO)

How You Will Support Our Mission

You will manage the "service lifecycle," ensuring every client across New England receives the reliable, friendly support we are known for.

  • Client Relations: Serve as the primary point of contact for local owners and corporate managers. You’ll handle inquiries with a patient, professional demeanor and provide proactive updates on service status.
  • Smart Dispatching: Coordinate the daily schedules of our field technicians. You will prioritize urgent needs—like a critical refrigeration failure at a grocery store—to minimize downtime for our clients.
  • Technician Support: Act as the "home base" for our field team, helping track inventory, order necessary parts, and ensure they have all the site details needed for a successful service call.
  • Operational Accuracy: Manage the administrative side of service, from opening work orders and maintaining accurate CRM records to processing final invoices and payments.

Qualifications

  • Customer Service Focus: 1–2 years of experience in a customer-facing or operational support role. You enjoy helping people and solving problems.
  • Strong Communicator: Excellent verbal and written skills; you can explain technical timelines clearly to non-technical customers.
  • Organized Multitasker: You can stay calm and focused in a fast-paced environment where priorities can shift quickly.
  • Tech Proficiency: Comfortable with Microsoft Office (Outlook, Excel). Experience with scheduling or CRM software is a major plus.
  • Reliability: Valid driver’s license and dependable transportation to our Topsfield office.

Join United Service Company

We take pride in our work and the people who do it. If you’re ready to bring your customer service skills to a team that values your contribution, we want to hear from you.

To Apply: Please submit your resume and a brief note about why you’re the right fit for our service team.

United Service Company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Company Description

Started in 1953, United Service Co. is a family owned commercial HVAC company focused on refrigeration and restaurant equipment services. As our business continues to grow, we are looking to add key members to our team.