Customer Operations Coordinator

Company : Iq Fiber

Job Description - Customer Operations Coordinator

A Smarter Career Choice
The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. ThinkBig Networks was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing ThinkBig Networks team, your contributions will directly affect our success. Your work matters here.

We are looking for friendly, self-driven, honest, and caring sales representatives to help us bring ThinkBig Network’s fast, smart internet service to community members within Maryland.

Position Summary:
The Customer Operations Coordinator is a high- energy, interactive role that inspires a collaborative, results-driven culture internally as well as providing customers with a world class onboarding experience. This position problem solves and communicates with internal teams to complete installation and service requests, getting the job done right the first time. The role includes providing information to improve end-user experience, assisting the field when needed, handling escalations, and ensuring company and team growth goals can be met. The position acts as the conductor of our work order fulfillment processes, keeping multiple steps aligned and on time.

Essential Duties and Responsibilities:

Confirm Circuit engineering by reviewing and validating network circuit designs, specifications, and configurations to ensure proper connectivity and service delivery for new customer installations
Proactively contact customers to schedule installations, confirm service details, and explain the installation process while providing excellent customer service
Verify and secure accurate billing information, including payment methods and billing preferences, ensuring smooth financial transactions
Analyze customer needs and usage patterns to create customized pricing proposals, considering available promotions and service packages
Oversee the deployment of fiber drops from the network to customer premises, ensuring proper installation and documentation
Submit One Call Center utility locates tickets, and assign internally for completion
Provide detailed updates on installation progress, resolve concerns, and maintain clear communication channels
Create and/or Schedule work orders
Assign work to technicians
Manage and optimize master installation calendar
Complete post-installation documentation, verify service activation, and initiate billing processes accurately
Perform day to day dispatcher functions
Assign and allocate appropriate customer premises equipment (CPE) to accounts, maintaining accurate inventory records
Oversee schedule changes professionally, minimizing customer inconvenience and maintaining operational efficiency
Apply strategic problem-solving techniques to address complex technical and customer service challenges
Track and measure work in progress from beginning to a completed status

Qualifications:

Bachelor's degree in process planning or equivalent experience
5+ years’ experience coordinating technical operations teams, with focus on residential/commercial fiber installation and service
Strong organizational abilities including collaboration, communication, record keeping and problem solving
Excellent technical aptitude with proven experience in ticketing systems, CRM, provisioning, and troubleshooting tools
Outstanding communication skills - able to explain complex concepts simply to both technical and non-technical audiences
Demonstrated problem-solving and analytical skills in fast-paced environments
Strong time management abilities, including prioritization and multi-tasking
Experience creating and maintaining technical process documentation
Ability to read and comprehend maps and designs
Exceptional knowledge of Microsoft Office applications
Flexibility to work overtime as needed
High integrity and strong work ethic
Adaptable and eager to learn
Detail-oriented with creative and strategic thinking abilities
Team player with collaborative mindset

Other Duties:
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 for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Original job Customer Operations Coordinator posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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Customer Operations Coordinator

Job Description - Customer Operations Coordinator

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