Position Overview | Customer Care: Representative
At the heart of our mission is an unwavering commitment to our customers. The Customer Care
Representative plays a critical role in delivering world-class service, support, and customer care for our
innovative communication technology solutions. As a front-line team member, you will engage with both
internal and external customers, ensuring that every interaction reflects our dedication to excellence. This
role requires a customer-first mindset, technical aptitude, and a proactive approach to problem-solving. You
will be responsible for managing service, support, and sales inquiries; processing customer requests with
accuracy and urgency; and coordinating resolutions across teams to exceed customer expectations. The ideal
candidate is detail-oriented, thrives in a fast-paced environment, and is passionate about contributing to a
culture of excellence and continuous improvement in customer experience.
Primary Responsibilities:
Customer Interaction & Communication
● Serve as the primary point of contact for all customer and technical support inquiries via phone, email,
live chat, and occasionally onsite
● Maintain professionalism and effective communication in high-pressure, time-sensitive environments
● Respond to questions regarding warranty coverage, replacement equipment, troubleshooting, and
service procedures
● Follow up with customers on unreturned equipment related to loaners, upgrades, and advanced
replacements
● Provide shipping and tracking information for service and sales orders upon request
Technical Support & Escalation
● Troubleshoot and resolve wired and wireless system issues, including RF and audio communication
products
● Escalate specialized technical inquiries (e.g., X2, Tempest FX, X-ATA, Big X, eVenue, Connex) to the
appropriate support personnel
● Monitor and follow up on escalated cases to ensure timely resolution
Case, Order & Workflow Management
● Create and manage service cases and sales orders using Acumatica, ensuring accurate documentation
of all interactions
● Process incoming service and support requests, purchase orders, and order authorizations promptly
● Generate Return Merchandise Authorizations (RMAs) and shipping labels for service returns
● Monitor open cases weekly and close cases as needed based on follow-up status
● Maintain and file completed service and support documentation in accordance with company
standards
Quoting & Documentation
● Prepare and issue quotes, order authorizations, and related documents for replacement parts,
extended warranties, and repairs
● Research internal systems to verify warranty status and active service contracts
● Process and follow up on annual maintenance contracts (X and Tempo systems)
Inventory & Equipment Handling
● Manage inventory of show/demo equipment, including packing and unpacking as needed
● Register and transfer end-user equipment purchased through authorized dealers
● Track and follow up on trade-in equipment status and returns
Reporting & Metrics
● Monitor and update individual performance metrics and submit weekly reports
● Track support team performance and maintain service dashboards for internal reporting
● Oversee past-due equipment or payment collections related to service and support functions
Cross-Functional Collaboration
● Work collaboratively with Sales, Technical Support, Shipping, Service, and Inventory teams to ensure
seamless customer experiences
● Support cross-departmental coordination to resolve customer issues and fulfill service commitments
● Participate in weekend or after-hours shifts as needed to support customer demands and business
operations
Work Conditions:
● On-site or hybrid schedule depending on company policy
● Standard business hours with periodic weekend or after-hours shifts as needed
● Support game-day and special event setups as needed onsite and remotely.
● Follow standardized procedures for pre-call planning, onsite servicing, and post-visit documentation.
● Frequent and last-minute travel as required.
Other Requirements:
● Willingness to work flexible hours including evenings and weekends.
● Ability to lift and transport technical equipment.
To apply, please send your resume to Penny.Fain@coachcomm.com