What are the responsibilities and job description for the Customer Operations Specialist position at 2nd Opinion HVAC?
Customer Operations Specialist
About Second Opinion HVAC
Second Opinion HVAC is a Colorado-based residential HVAC and electrical company serving the Denver metro area. We're focused on delivering quality work and building lasting relationships with our customers and team members, not maximizing short-term profits for private-equity shareholders.
Position Summary
We're looking for a Customer Operations Specialist to be the backbone of our office operations. After training and ramping up, you'll handle everything from permitting and contractor licensing to customer scheduling and estimates. This is a hybrid role (mostly remote with one day in the shop every two weeks) and it's an ideal entry point for someone eager to grow into a larger role with more responsibility as we expand.
Key Responsibilities
- Permitting & Licensing: Handle contractor licensing requirements and navigate local permitting processes for residential projects
- Dispatching & Scheduling: Coordinate technician schedules and job workflows to keep projects running smoothly
- Customer Communication: Answer inbound calls from customers (expect 1–2 hours per day on average), take notes on service requests and sales calls, and serve as a primary point of contact
- CRM & Estimates: Use our CRM to input customer information, build out project estimates with guidance from leadership, and maintain accurate records
- Vendor Management: Order supplies and materials from our preferred vendors as needed
- Executive Support: Handle administrative tasks that keep leadership focused on the bigger picture
What We're Looking For
Must Have:
- Quick learner who picks up systems and processes easily
- Comfortable on the phone; can handle customer conversations professionally and warmly
- Growth mindset: you're eager to take on more responsibility and see yourself here long-term
- Strong organizational skills and attention to detail
- Reliable and dependable
Nice to Have:
- Experience with SharePoint or similar document management systems
- Prior call center or customer service experience in the home services industry
- Basic familiarity with CRM platforms
- Experience with Microsoft Office suite
What We Offer
- Compensation: $20/hour to start, plus project completion bonuses
- Benefits: Health Insurance offered
- In-Person Training: You'll spend time in our Wheat Ridge shop learning our systems, meeting the team, and shadowing operations before going remote
- Provided Equipment: Company computer supplied
- Flexible Schedule: Mostly remote work with structured check-in days in the shop
- Growth Opportunity: As we grow, this role expands. We invest in people who show initiative and care about doing things right
- A Team That Cares: We're a small company where people matter. You won't be a number, you'll be part of a small team that cares about your development
Work Arrangement
- Remote: Most work completed from home after on-site training
- In-Shop Days: 1 day every 2 weeks at our Wheat Ridge, Colorado location
- Hours: Part-Time to start
Experience Level
No specific years of experience required. We care far more about your attitude, willingness to learn, and hunger to grow than your resume. If you're detail-oriented, curious about how systems work, and ready to roll up your sleeves, you're someone we want to talk to.
Pay: From $20.00 per hour
Benefits:
- Employee discount
- Health insurance
- Life insurance
- Paid time off
Work Location: Hybrid remote in Wheat Ridge, CO 80033
Salary : $20