Customer Operations Coordinator Edit listing

100% Remote -- Southeast Wisconsin Residents Only

Pay: $24--$28 per hour, based on experience

Schedule: Full-time, Monday--Friday, daytime business hours

Location: 100% remote, but applicants must currently live in Southeast Wisconsin

**Are You the Person Who Keeps Everything Moving?**

Some people wait to be told what to do. Others notice what is missing, anticipate what needs to happen next, follow up without being reminded and make sure nothing falls through the cracks.

We are looking for the second kind of person.

Global Sight and Sound is hiring a Customer Operations Coordinator to manage customer communication, scheduling, documentation and follow-through across our Service Department and, eventually, our larger installation projects.

This position requires many of the same characteristics that make someone successful as an exceptional Executive Assistant:

* You anticipate needs instead of waiting for instructions.
* You keep track of details other people may overlook.
* You manage multiple priorities, schedules and open items.
* You communicate professionally with customers and coworkers.
* You follow up persistently without creating unnecessary conflict.
* You protect leadership's time by handling what you can and escalating what truly requires attention.
* You make sure commitments are completed, no merely discussed.

This is not a traditional call-center position, and you do not need to be a technician. Your expertise will be organization, communication, judgment and follow-through.

**Who We Are**

Global Sight and Sound designs, installs and supports technology in some of Wisconsin's most distinctive homes and businesses.

Our systems include audio, video, networking, lighting control, motorized shades, security, surveillance and access control. We have a strong team of technical experts. This position will help ensure that the customer-service and administrative side of our work is handled with the same level of professionalism as the technology we install.

**What You Will Do**

The position will initially focus on supporting our Service Department.

You will:

* Review new service requests and determine the required next step.
* Contact customers promptly when internal follow-up or an onsite visit is needed.
* Schedule technicians, remote-support sessions, return visits and small installation projects.
* Send appointment confirmations and keep customers informed when schedules change.
* Review technician notes and follow up when information is incomplete.
* Contact customers after service visits to confirm what was completed and explain what happens next.
* Track parts, customer decisions, return visits and other open items.
* Keep service tickets, schedules, notes, contacts and next actions current in D-Tools.
* Make sure every open request has a clear owner and next step.
* Identify work that is stalled, overdue or waiting for information.
* Coordinate with technicians, Purchasing, Warehouse, Accounting, Sales and company leadership.
* Move completed service work toward invoicing by making sure the necessary time, materials and documentation are present.
* Escalate customer concerns, scheduling conflicts and unresolved issues before they become larger problems.

Our internal technicians will handle advanced technical issues and onsite work. You will not be expected to diagnose complex technology problems.

Your responsibility is to own the process around the technical work: communication, scheduling, documentation, coordination and completion.

**How the Position Will Grow**

Once the Service workflow is stable, this position will gradually expand into customer communication and scheduling for newly sold installation projects.

Future responsibilities may include:

* Sending welcome emails and scheduling new-project meetings.
* Requesting plans, construction schedules, selections and customer information.
* Scheduling walkthroughs, installations, programming, customer training and return visits.
* Maintaining project dates, tasks, notes and open items.
* Sending routine project updates and approved scheduling communication.
* Coordinating communication between customers, salespeople, project managers and field teams.
* Supporting project completion, closeout and post-installation follow-up.

As the company grows, this position may develop into a leadership role within a larger Customer Operations team.

**Who Will Be Successful in This Position**

You may be a strong fit if you have worked as an:

* Executive Assistant
* Administrative Coordinator
* Office Manager
* Project Coordinator
* Service Coordinator
* Scheduling or Dispatch Coordinator
* Client Services Coordinator
* Customer Success Specialist

The exact title matters less than how you work.

We are looking for someone who:

* Is warm, polished and confident when communicating by phone and email.
* Is highly organized and comfortable managing many open items simultaneously.
* Takes ownership and follows work through to completion.
* Notices missing information and acts before it becomes a problem.
* Can respectfully hold coworkers accountable for information and deadlines.
* Understands the difference between following up and simply forwarding a message.
* Uses calendars, task lists, reminders and software systems consistently.
* Can make sound routine decisions without requiring constant approval.
* Knows when an issue should be escalated.
* Is comfortable working independently in a remote environment.
* Remains responsive and available throughout the established workday.
* Can handle confidential customer and company information professionally.
* Learns new systems and processes quickly.
* Is interested in building a long-term career rather than simply finding another remote job.

**Preferred Experience**

* Three or more years of experience in executive assistance, administration, scheduling, service coordination, project coordination or a similar role.
* Experience supporting multiple leaders, departments, customers or active projects.
* Experience managing calendars, appointments, follow-up items and changing priorities.
* Experience with CRM, ticketing, scheduling or project-management software.
* Strong Microsoft Office, email and general computer skills.
* Experience in construction, home services, technology, field service or high-end customer service is helpful but not required.

**Remote Work and Location Requirement**

This is a 100% remote position. However, applicants must currently reside in Southeast Wisconsin and be within reasonable driving distance of the Milwaukee area.

We are intentionally hiring locally because this person will work closely with a Wisconsin-based team, support customers and projects throughout the region, and may occasionally attend in-person meetings, training or company events.

Applications from outside Southeast Wisconsin will not be considered.

Successful remote work in this position requires:

* A quiet, professional and distraction-controlled workspace.
* Dependable high-speed internet.
* Consistent availability during established business hours.
* Prompt responses to customers and coworkers.
* Strong personal organization and time management.
* Comfort working independently while remaining visible and connected to the team.

**Compensation and Benefits**

* $24--$28 per hour, based on experience
* Full-time, Monday--Friday schedule
* 100% remote work
* No routine nights or weekends
* Paid time off
* Paid holidays
* Company 401(k) match
* Training on our systems, services and technology
* Opportunity to grow into project coordination and Customer Operations leadership

**How to Apply**

Please submit your resume and answer the application questions completely.

In your application, briefly explain why your background has prepared you to manage customer communication, schedules, details and follow-through in a fully remote position.

We are not looking for someone who simply answers messages and passes them along. We are looking for someone who takes ownership, anticipates what needs to happen next and makes sure the loop is closed.

Pay: $24.00 - $28.00 per hour

Expected hours: 40.0 per week

Benefits:

* 401(k)
* 401(k) matching
* Paid time off

Location:

* Wisconsin (Required)

Work Location: Remote