Job Description
View More Jobs Customer Relationship Specialist Westerville, OH, United States Job Description
JOB SUMMARY
The main function of this position is to ensure operational coverage and service coordination scheduling by reviewing, monitoring, and ensuring completion of all open work orders and service requests. This includes assistance to the Manager, Customer Relationship Services and providing guidance and handling escalated scheduling / service issues. RESPONSIBILITIES
Responsible for scheduling and dispatching all service events between Customer Engineers or Service Partners for an assigned territory. Be willing to lead by example - be accountable and dependable, maintain a positive attitude, inspire others to go the extra mile to take care of Customers (internal/external) and achieve Operational Key Results (OKR). Continuously monitor the scheduling efforts of the Regional scheduling team and report team statuses and action plans weekly to the Manager, Customer Relationship Services. Act as a coach/mentor when communicating or addressing performance issues with the team. Demonstrate the ability to remain calm and even-tempered during stressful situations. Close coordination with the Manager, Customer Relationship Services of any behavioral or operational related issues. Present recovery plan(s) with multiple options that will allow the Manager, Customer Relationship Services to make informed decisions. Actively seek and participate in continuous improvements initiatives that impact customer care and coordination of work. Assist the Manager, Customer Relationship Services in the implementation of new processes/policies and systems. Meet with scheduling team on a regular basis to review, coach and train on various Customer Service concerns and opportunities. Handle escalated scheduling issues within the region, including but not limited to sales inquiries and assisting Customer Success Management and Coordinated Services scheduling. Be available after hours to assist with escalations to meet customer/contract SLA (Service Level Agreement). Generate standard and custom reports to monitor workload. Proactively identify schedule risks and present options to resolve critical potential issues to the local team and Manager, Customer Relationship Services. Ensure all billable work is being scheduled and executed and tickets are closed out in a timely basis. Where practical, empower and direct the team to strategically schedule preventive maintenance visits to minimize/ cover costs for the company (take over Customer Engineer Scheduling or large account scheduling). Ensure accurate documentation of all scheduling correspondence in tickets. Maintain regional PTO schedule and ensure responsibilities are covered during absences. Ensure performance results in BetterWorks monthly. Provide content and assist Manager, Customer Relationship Services in quarterly BetterWorks one-on-one conversations related to job performance. Promote recognition and submit positive feedback in BetterWorks and to the Manager, Customer Relationship Services. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee to perform this job. Duties, responsibilities, and activities may change at any time with or without notice. REQUIREMENTS
Minimum Qualifications:
(education, experience level, knowledge, skills, certifications). Bachelor's degree in business administration OR High school education with 5 years minimum same or similar work experience. Minimum of 5 years customer service and coordination of service activities. Self-motivated and possess the ability to lead and direct a diverse team. Must be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style. High-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others are required. Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity. Adapt quickly to changing priorities and customer needs. Ability to persuade others in order to change undesirable behaviors and/or achieve the goals of the business. Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products. Intermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc. POSITIONS ELIGIBILITY REQUIREMENTS
(travel, location, etc.) Willing to work flexible hours, including before shift/after shift and weekends to support the business. Reports in office full time Monday-Friday (Westerville, Ohio) About the Team Work Authorization No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire. Equal Opportunity Employer We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. Apply Now Job Info Job Identification 20273941 Job Category Service Support Posting Date 06/01/2026, 04:02 PM Locations Westerville, OH, United States © MapTiler © OpenStreetMap contributors Legend Jobs at a location Group of locations © MapTiler © OpenStreetMap contributors | © Oracle Corporation Terms Legal Notices Use control and scroll to zoom the map Use two fingers to move the map Westerville, OH, United States Copy to Clipboard Similar Jobs Customer Relationship Manager Westerville, OH, United States Posted on 06/01/2026 Be the First to Apply
