Customer Service Representative II

Customer Service Coordinator

Location: Atlanta, GA – Office-based, minimum 3 days onsite

Duration: Short-term, 2-3 months

Schedule: Monday & Friday onsite, plus one additional weekday onsite. Tuesday–Thursday schedule is flexible, with two days off. Weekend Rotations required for customer support and downtime support – 3 days weekday onsite, M & F, Saturday and Sunday remote work. Can choose between T-TH which 2 days they would like to take off.

Requirement: Candidate must have their own laptop.

Job Summary: We are seeking a dedicated and detail-oriented Customer Service Coordinator to join our team. The ideal candidate will be responsible for logging service calls, follow up with service providers on ETA's and return trips, support technicians with Costa specific software and telemetry questions, supports customers and technicians with payment system support and is managing the execution from Preventative Maintenance programs. This role requires excellent communication skills, strong organizational abilities, technical background in our equipment and a proactive approach to problem-solving.

Key Responsibilities:

• Provide customer and technical support for Costa coffee equipment.
• Log and monitor service calls and follow up with service providers on ETAs and return visits.
• Support technicians with Costa software, telemetry, payment systems, and equipment setup.
• Monitor equipment downtime and proactively contact operators.
• Manage service-provider SLAs, work orders, warranty claims, and preventative maintenance schedules.
• Support machine commissioning, master-data updates, and payment-device setup.
• Prepare service reports, bulletins, checklists, videos, and refresher training materials.
• Provide support for customer rollouts, field trials, trade shows, and market visits as needed.

Qualifications:

• High school diploma or equivalent; relevant degree preferred.
• Experience in customer service, field service operations, or technical support.
• Strong communication, organization, multitasking, and problem-solving skills.
• Comfortable working with technical equipment and software.
• Proficiency with Microsoft Office; Salesforce experience preferred.
• Ability to work independently and collaboratively.