Customer Installation Coordinator

Job Description

Job Description

Description:

POSITION SUMMARY

The Customer Installation Coordinator is responsible for coordinating customer installations from order entry through installation completion. This position ensures customer information is accurately entered and maintained in company systems, installation orders are processed efficiently, and appointments are scheduled to maximize operational effectiveness and customer satisfaction. The Coordinator serves as a primary point of contact between customers, technicians, contractors, Sales, and Operations teams to ensure a seamless installation experience. This position is fully remote and offers flexible part-time hours based on business needs. 

REPORTS TO

• Senior Fiber Operations Manager 

SUPERVISES

• No direct reports
• May lead, train, or participate in work team assignments. 

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

1. Serve as the primary point of contact for customers throughout the installation process. 
2. Answer incoming customer inquiries promptly and professionally through phone, email, and other communication channels. 
3. Verify customer addresses and serviceability requirements prior to scheduling installations. 
4. Process customer orders and maintain accurate customer information within company systems. 
5. Review customer account information, service packages, pricing, and installation requirements for accuracy and completeness. 
6. Create and maintain customer accounts in accordance with company policies and procedures.  
7. Schedule customer installation appointments based on technician availability, geographic location, route efficiency, and customer needs. 
8. Coordinate installation schedules with technicians, contractors, and internal departments to ensure timely completion of work. 
9. Maintain regular communication with customers regarding appointment scheduling, confirmations, updates, delays, and installation expectations. 
10. Verify necessary permits, utility locates, and related requirements are in place prior to scheduling installations and coordinate with internal teams when additional action is required. 
11. Maintain installation calendars, schedules, spreadsheets, and other tracking tools to support efficient operational planning. 
12. Utilize CRM, billing, GIS, mapping, scheduling, and other business systems to coordinate installation activities and customer records. 
13. Ensure company systems remain accurate and up to date with appointment information, order status updates, customer communications, and installation progress. 
14. Follow up with customers after installation completion to confirm satisfaction and identify any additional support or service needs. 
15. Perform data entry, reporting, recordkeeping, and other administrative support functions as needed.  
16. Collaborate effectively with Sales, Fiber Operations, Customer Care, Construction, and other departments to support company objectives and deliver an exceptional customer experience. 
17. Maintain regular communication with remote team members through company communication platforms to support effective coordination and workflow management. 

EEO STATEMENT

Joink is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability status, sexual orientation, gender identity, marital status, pregnancy, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class. 

QUALIFICATIONS

Required

• High School Diploma or equivalent.
• Customer service, administrative support, scheduling, call center, or related experience.
• Strong computer literacy and data entry skills.
• Reliable high-speed internet connection.
• Dedicated and professional remote work environment.
• Ability to effectively communicate with customers, field personnel, and internal departments.  

Preferred

• Two (2) or more years of customer service, scheduling, dispatch, coordination, or administrative experience.
• Experience with CRM, scheduling, billing, GIS, or telecommunications systems.
• Experience coordinating customer appointments, field service activities, or installation schedules.
• Previous experience in telecommunications, utilities, construction coordination, or related industries.
• Experience working in a remote or hybrid environment. 

WORKING ENVIRONMENT

• Fully remote position.
• Flexible part-time schedule based on operational needs.
• Employee must maintain a secure and professional home office environment.
• Reliable high-speed internet service is required.
• Regular participation in virtual meetings, training sessions, and team communications is expected.
• Occasional travel to company locations, meetings, or training events may be required.