Customer Support Operations Coordinator

Job Description

Job Description

Make every customer interaction count

As our Customer Support Operations Coordinator, you’re the calm, organized center of a fast-moving day. Your morning starts by reviewing the day’s appointments, prioritizing customer messages, and answering inbound calls. Throughout the day you’ll schedule service visits, process credit-card payments and refunds, offer service plans when appropriate, and keep customers informed about sales promotions, installation timelines, and next steps. You’ll also partner closely with field teams and management—using email, text, and other tools to route the right people and resources to the right place at the right time.

What your day looks like

• Answer incoming calls, schedule customers, and resolve inquiries with empathy and accuracy.
• Support customers on sales, sales promotions, installations, and ongoing communications.
• Place and receive calls; process credit cards; offer service plans; schedule appointments; and issue refunds.
• Own accurate data entry and use email, text, and related tools to efficiently route manpower and resources throughout the day.
• Make limited outbound calls to follow up on permits and inspections and to reschedule services.
• Maintain strong customer relationships; resolve claims and complaints fairly, effectively, and in alignment with consumer laws.
• Follow location initiatives while proactively informing and educating customers.
• Use customer survey feedback to recommend—and at times develop—improvement plans.
• Adhere to all company policies and procedures, including safety.
• Perform other duties as assigned.

Minimum qualifications

• High School Diploma or GED.
• 2–4 years in an office environment with at least 20% of your day assisting customers over the phone.
• General computer proficiency, including 1+ year using Microsoft Excel, Word, and Outlook.
• Effective English communication skills, verbal and written.
• Valid driver’s license.
• Willingness to work overtime on short notice; occasional weekend hours may be required.

Preferred

• Completed college coursework.

Skills and working style

• Service-first mindset; able to build positive relationships with internal and external customers.
• Strong written and verbal communication; organized, detail-oriented, and skilled at multitasking.
• Comfort working independently and as part of a team in a fast-paced setting.
• Willingness to learn; positive, collaborative, and effective across all levels of the organization.
• Commitment to safety and a safety-focused culture.
• Onsite role in an open office environment.
• Related work experience may substitute for education.

Work environment and physical requirements

• Frequently lift/move up to 20 pounds.
• Frequent bending at the waist, kneeling, or crouching.
• Ability to stand, walk, or sit for extended periods.
• Hear, understand, and distinguish speech and other sounds to safely operate phones and office equipment.
• With natural or corrected vision, maintain close, distance, and peripheral vision with normal depth perception.
• Communicate ideas by spoken word to convey information to others.
• Enter data via a traditional keyboard or 10‑key numeric keypad.
• Use arms and hands to reach overhead; signal; grasp; hold; lift; turn; push; and pull objects and tools.

Equal opportunity

Airtron is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.