Almost no jobs come with guarantees, but we will give you two. As a small business with a ten-year history, you will have the advantages of both a stable and flexible work environment. Most of our employees are based from their home and travel to customer locations directly or the office only as necessary. Imagine what cutting a daily commute out of your day will free up. Our history of excellent performance and customer service means our customers love working with you. They will treat you as a professional and value your skills. We are not called “Average Technology”. We are Elite Pros, and that is why we want you to join our team.
When was the last time you made a difference at work and were recognized for your accomplishment? We guarantee that you are not just a number that you typically get in a large environment. Everyone knows everyone in our company, and we rely on each other. You will enjoy working together and learning from other professionals. Outside of work we have fun together and enjoy life interests and hobbies. Our team works well together to get the job done.
Whether you are managing job schedules, solving customer concerns, building a new tracking checklist, or ensuring the install team has everything they need; we give you this third guarantee: you will be part of a stable and consistent working environment with new and challenging opportunities to make a difference each day. Our long-standing customer relationships are built on our ability to stay organized, stay ahead of problems, and deliver with excellence.
If you’re looking for meaningful work where your attention to detail and reliability truly make a difference, you’ll feel right at home at Elite Pro Technology.
About the Role
We're looking for a highly organized and reliable Service Delivery and Operations Coordinator to keep our customers happy, our installers and technicians informed, and our jobs running smoothly. You’ll be the central hub between customers, field teams, and internal operations managing requests, scheduling jobs, coordinating materials, and ensuring everything is in place for smooth service delivery.
This role is perfect for someone who thrives in a fast-moving environment, takes pride in preventing chaos, and genuinely cares about delivering a great customer experience.
If you’re the kind of person who double-checks the details, keeps things running smoothly behind the scenes, and likes helping teams succeed, then this is the role for you.
We have built a clear, structured on-boarding process to our ongoing operations using industry standard scheduling and ticket tracking tools. We have SOPs and extensive video and training resources, so you are not guessing about how to proceed. But we also give you the ability to suggest improvements and make the systems better using your specific skills, knowledge and expertise.
Key Responsibilities
Customer Communication: Act as the main point of contact for service requests, installation updates, and follow-ups.
Project Tracking: Keep track of customer requests, job progress, and deadlines across multiple active projects.
Scheduling & Dispatch: Organize and maintain the install calendar; and coordinate technician dispatch by confirming materials, job readiness, and customer access prior to each visit.
Materials Coordination: Prepare materials and equipment in advance to ensure jobs are never delayed due to missing parts.
Account Maintenance: Handle service address changes, billing updates, and customer account details as needed.
Ticket Resolution: Track, follow up on, and close customer service tickets promptly with clear communication and documentation.
System Updates: Maintain accurate ticketing, customer records, and internal job tracking in our CRM and scheduling tools.
Team Coordination: Work closely with install crews to keep everyone aligned, informed, and ready for upcoming jobs.
You’re a Great Fit If You…
Are a natural organizer who enjoys keeping others on track.
Are confident on the phone and comfortable working with both customers and technicians.
Have solid attention to detail and can catch mistakes before they become problems.
Enjoy solving small problems quickly before they escalate.
Are tech-friendly and open to learning scheduling or CRM software.
Requirements
1–3 years of experience in customer service, scheduling, dispatch, or operations roles.
Very Organized
Strong written and verbal communication skills.
Comfortable using email, spreadsheets, and scheduling/ticketing tools.
High school diploma or equivalent; some college or technical background preferred.
Must pass a background check.
As a Service Delivery and Operations Coordinator:
I will communicate clearly and confidently with both customers and field technicians.
I will keep accurate records of customer requests, project status, and job documentation.
I will ensure all scheduled jobs are confirmed and that the correct materials are available ahead of time.
I will coordinate dispatch with field teams, minimizing delays and preventing missed appointments.
I will manage customer service tickets and resolve or escalate them promptly and thoroughly.
I will maintain updated customer account information and follow up on service address or billing changes.
I will take ownership of the overall operational flow and ensure no detail is overlooked.
My duties and responsibilities in this position are:
Track and follow up on customer service requests, tickets, and installation scheduling.
Organize materials and inventory to ensure jobs are ready before technicians arrive.
Coordinate install teams’ schedules and dispatch, preventing conflicts and gaps.
Handle account maintenance, including billing updates, service address changes, and support follow-ups.
I will achieve the following results in this position:
95%+ of scheduled jobs will start on time with all needed equipment prepared in advance.
Customer service tickets will be resolved in under 2 business days on average.
Installation calendar will run with minimal conflicts or last-minute rescheduling.
All account and project updates will be reflected accurately within 1 business day.
I will meet these standards while working in this position:
Update and close tickets daily with complete documentation.
Confirm dispatch details with install teams at least 24 hours in advance.
Maintain up-to-date inventory usage and submit restock requests weekly.
Create one piece of training documentation for others each week.
Provide customers with clear status updates and proactive communication.
As an Elite Pro, I am responsible for the following metrics:
Job Readiness Rate: ≥95% of scheduled jobs start on-time with all required prep complete.
Ticket Resolution Time: ≤2 business days average to fully resolve customer service requests.
On-Time Dispatch Rate: ≥90% of jobs are dispatched and completed without delay or rescheduling.
To join the team, I commit to the following:
I have reviewed and understand this Position Contract.
I commit to doing what it takes to be successful in this position.
I recognize that my remuneration will reflect my success and the company’s success.
I will always communicate honestly and openly with my employer and colleagues.
I will ask for help when I need it.
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