Elevator Customer Service Specialist

MANDATORY: PRIOR ELEVATOR SERVICE INDUSTRY EXPERIENCE REQUIRED. APPLICANTS WITHOUT DIRECT ELEVATOR INDUSTRY EXPERIENCE WILL NOT BE CONSIDERED.

About Thrive Elevator Advisors

Thrive Elevator Advisors is a rapidly growing independent elevator advisory firm, representing commercial property owners and managers across the United States.

We help clients reduce elevator maintenance costs, improve service performance, resolve billing issues, and hold elevator service providers accountable.

We are expanding our customer service team and seeking an experienced elevator industry professional who understands how elevator service companies operate and takes pride in delivering exceptional customer service.

Position Overview

The Elevator Customer Service Specialist serves as a primary point of contact between our clients, elevator service providers, and internal operations team.

This position requires someone who understands elevator maintenance and service field operations including a strong working knowledge of; service calls Preventative maintenance, outages, callbacks, and the importance of holding service providers accountable.

The ideal candidate has at least 3 years of elevator service sales/ account management worked in customer service, service coordination, dispatch, account management, or branch administration for an elevator service company.

This is not an entry-level position. Prior elevator industry experience is mandatory.

Key Responsibilities

Customer Service & Client Relations

• Serve as a primary point of contact for assigned commercial property management clients.
• Respond promptly and professionally to client inquiries, elevator outages, and service concerns.
• Build strong relationships with property managers, asset managers, and elevator service providers.
• Provide proactive updates and ensure clients receive timely resolutions.
• Deliver a consistently exceptional customer experience.

Elevator Service Coordination

• Open, manage, and track elevator service tickets through resolution.
• Coordinate with elevator service providers regarding outages, callbacks, repairs, inspections, and maintenance issues.
• Follow up persistently with elevator companies to ensure service commitments are met.
• Escalate unresolved issues to branch managers and regional leadership when necessary within the Service Providers organization
• Monitor outstanding service issues and maintain accurate records of communications and resolutions.

Contract & Administrative Support

• Assist with elevator maintenance contract administration and provider communications.
• Identify and help resolve billing discrepancies, service deficiencies, and contract compliance issues, negotiating on the customer’s behalf and securing fair market pricing
• Support new client onboarding and account transitions.
• Maintain accurate customer records, service histories, and account information.
• Assist with client reporting and dashboard updates.

Required Qualifications

• Prior professional experience working directly as an Elevator Service Representative or equivalent position — mandatory.
• Experience working for an elevator service provider, including Otis, Schindler, KONE, TK Elevator, Mitsubishi Electric, Fujitec, or an independent elevator contractor.
• Experience in elevator customer service, service coordination, dispatch, or account management, or branch operations.
• Working Strong knowledge of elevator maintenance contracts, service calls, callbacks, outages, and repair coordination.
• Excellent written and verbal communication skills.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Proficiency with Microsoft Outlook, Excel, and CRM or service management systems.
• Ability to work independently and effectively in a remote environment.

What Makes Someone Successful at Thrive

Exceptional Customer Service: You take pride in delivering a premium, highly responsive client experience.

Ownership & Accountability: You take responsibility for issues and follow through until they are resolved.

Industry Knowledge: You understand elevator company operations, service departments, and how to navigate provider organizations effectively.

Persistence: You are comfortable following up with elevator companies and escalating matters when necessary.

Professionalism: You communicate confidently and diplomatically with clients, t…