Operations Support Coordinator chez EnterSource

Description

About EnterSource

EnterSource is a technology-driven solutions provider focused on delivering innovative connectivity and customer experience solutions to communities and businesses. Our mission is to simplify complex processes, empower our clients with reliable service, and build relationships that last. We’re a growing company that values teamwork, integrity, and customer-first service.

Position Summary

The Customer Support Coordinator plays a key role in ensuring that EnterSource’s customers receive exceptional service and support. This position is responsible for coordinating communication between customers, internal teams, and field operations, managing service requests, and ensuring issues are resolved efficiently. The ideal candidate is highly organized, customer-oriented, and thrives in a fast-paced environment.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, service requests, and issue escalations.
• Manage customer communications via phone, email, and ticketing systems with professionalism and empathy.
• Coordinate with field technicians and internal departments to ensure timely scheduling and resolution of customer issues.
• Maintain detailed records of customer interactions and service activities in CRM systems.
• Monitor support tickets to ensure SLAs (Service Level Agreements) are met and follow up as needed.
• Assist in onboarding new customers and ensuring a smooth transition from installation to active service.
• Identify recurring issues and work with the operations and technical teams to develop long-term solutions.
• Provide feedback and insights from customer interactions to help improve products, services, and processes.
• Support the development of customer service procedures, policies, and training materials.
• Participate in ongoing professional development and team meetings to enhance the customer experience.

Qualifications

Required:

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• 2+ years of experience in customer support, coordination, or administrative roles (telecom or service industry experience a plus).
• Strong communication, problem-solving, and organizational skills.
• Proficiency in Microsoft Office Suite, CRM systems (e.g., HubSpot, Salesforce), and ticket management platforms.
• Ability to multitask and remain calm under pressure in a dynamic environment.
• Strong attention to detail and commitment to delivering high-quality service.

Preferred:

• Experience in scheduling field operations or coordinating service teams.
• Familiarity with telecommunications, internet, or utility service workflows.
• Bilingual (English/Spanish) communication skills.

What We Offer

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Paid time off, holidays, and flexible scheduling options.
• Opportunities for professional growth and advancement within a fast-growing company.
• A collaborative, supportive work environment where your ideas are valued.

Employment is contingent on the successful completion of a pre-employment screen, including a drug test and an acceptable driving record.

Equal Employment Opportunity: We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better. Employment with EnterSource is at-will and either party can terminate the relationship at any time with or without cause and with or without notice. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice. This is a safety sensitive position. EnterSource is a drug-free workplace.