Bilingual Service Operations Coordinator

• Monitor customer calls, texts and emails and help ensure timely, professional responses.
• Receive and document customer service requests, questions and concerns.
• Coordinate with field managers to make sure service issues are assigned and addressed.
• Follow up on open customer concerns and help ensure customers receive timely updates.
• Manage open work orders generated by customer project requests, operational deficiencies identified during inspections, and customer feedback.
• Track work orders through assignment, scheduling, completion and verification.
• Help coordinate new customer and new-location startups, including schedules, access information, keys/codes and other service details.
• Maintain accurate customer and location information in our operational systems.
• Communicate regularly with both English- and Spanish-speaking team members.
• Help Operations leadership track outstanding service issues, work orders and commitments.
• Assist with scheduling, coverage and other day-to-day operational coordination as needed.
• Help implement, manage and improve technology tools used to support our day-to-day operations.
• Help turn operational processes into practical workflows, forms, checklists and tools that our managers and field teams can easily use.
• Assist with training managers and team members on company technology and operational processes.
• Help create and organize short video communications and training content for our field teams in both English and Spanish.
• Be comfortable communicating on camera when needed to help deliver company updates, training and operational information to our distributed workforce.

• Bilingual English/Spanish required
• Strong written and verbal communication skills
• Excellent organizational and follow-up skills
• Professional and friendly when communicating with customers
• Comfortable working with field employees and managers
• Able to manage multiple priorities in a fast-moving environment
• Strong attention to detail
• Very comfortable with technology and able to quickly learn new software and mobile applications
• Enjoys figuring out how to make systems and processes work better in the real world
• Comfortable helping others learn and adopt new technology
• Comfortable communicating through video as well as phone, text, email and in person
• Dependable, accountable and willing to take ownership
• Able to recognize when an issue needs to be escalated to management

• 30–40 hours per week
• Primarily daytime hours, Monday through Friday
• Some flexibility may occasionally be needed based on operational needs
• $20.00–$25.00 per hour, based on experience
• Paid time off
• Paid training
• 401(k) with company match
• Performance-based bonus opportunity
• Opportunity for advancement