Sr. Installation Coordinator

Sr. Installation CoordinatorSince our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.Position SummaryThe Sr. Installation Coordinator ensures the smooth handling of installation and service tickets and administration of key workflows within field service operations. This role is responsible for frontline management of contract work order scheduling, assignment and approvals, monitoring at-risk assignments, addressing higher-complexity inquiries, and an expanded series of ad hoc assignments designed to meet quality and cost standards. By managing these responsibilities, the Sr. Installation Coordinator has direct impact on schedule to completion and field utilization objectives as well as the overall efficiency, efficacy, and productivity of field service operations. This is a remote/work from home position reporting to the Installation Coordinator Supervisor.What You Will Do Manage task load associated with the scheduling and assignment of contract work orders to meet service level requirements across quality and cost. Monitor and triage "at-risk" contract work orders using predefined task, case, and dashboard tooling. Vet first round counter-offer approvals on contract work orders, within set limits. Process contract work order approvals for invoice readiness within payment terms. Respond to routine inbox activity across trainer-tech and vendor workflows as first-in-line liaison. Process asset returns through established channels. Coordinate with Inside Sales to align scheduling and operational capacity with sales volume forecasts. Ensure timely response to internal inquiries. Act as operational SMEs to tier 1 Installation Coordinators. Additionally, will: Execute advanced daily close out processes. Vet mid-tier counter-offer approvals on contract work orders, within set limits. Manage inbound calls from and transferred to "Installation hotline." Process escalated field case management and complaints as assigned by Supervision and Dept. Management. Support trainer-tech coaching in conjunction with Field Training and Experience Specialist and Management. Action NPS triage workflow. Process "second device approvals" and additional order requests. Perform other duties as assigned.The Kind of People We Look For Versatile people who thrive on variety and challenge. Excited about working in a fast-paced environment. Innate problem solvers who want to grow in a flexible, collaborative culture. Takes initiative, pushes boundaries, motivated to innovate. Talented individuals with a growth mindset who want to use their learning and relationship-building skills. Align with our company core values: Integrity, Accountability, Collaboration, Service, and Quality.Qualifications+ High School diploma or equivalent experience. Continued education is a plus. + Experience as Installation Coordinator role for six (6) months; meeting or exceeding productivity KPI's, proven record of performing the IC coordinator role at proficient levels. + Ability to grasp, adapt to, and implement new processes to drive efficiency and achieve optimal results. + Excellent verbal and written communication skills, presentation, and problem-solving skills. + Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. + Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. + Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. + Strong attention to detail. + Experience working with Salesforce.com or similar CRM. + Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams). + Scheduling experience is a plus. + Willingness and ability to work flexible hours. + Reliable and predictable attendance.Physical DemandsEmployees may experience the following physical demands for extended periods of time: + Sitting, standing and walking (95-100%) + Keyboarding (70-90%) + Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)Work Environment100% Remote: Work environment is at homeCompensation$21.00 to $23.00/hr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate's qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like. ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. ClearCaptions is an Equal Opportunity Employer. CC does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship. Job Details Pay Type Hourly