Customer Operations Coordinator

About Broadvoice

At Broadvoice, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid-market businesses simplify service, enhance satisfaction, and swiftly resolve issues.  

Our holistic approach to CX sets us apart in the market. We don’t just provide software. We offer a proven CX framework backed by hands-on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos.  

Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you’re in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture.  

POSITION SUMMARY

As a Customer Operations Coordinator, you will be crucial in making sure every new Broadvoice customer order is complete, accurate, and ready before installation begins. You'll be the quality checkpoint between Sales and Service Delivery: verifying paperwork against the signed quote, running business credit, confirming phone numbers can be ported, and building the customer account so the Service Coordinator can start clean.

You'll also turn move, add, and change (MAC) requests into new orders, keep delayed orders and post-install follow-ups moving, and maintain the Service Delivery team's metrics reporting. You'll work closely with Sales, Service Coordinators, and customers, all in English.

KEY RESPONSIBILITIES

Order Review & Verification

• Review every new order in Salesforce before hand-off: opportunity and account fields, seats/trunks, and MRC and NRC against the signed quote.
• Confirm all documentation is signed and attached (quote, Business Order Form, LOA/COB when porting), and review order and Sales Engineer notes.
• Return incomplete or mismatched orders to Sales (RTS) with a clear note on what is needed to proceed.
• Verify number portability in the Bandwidth portal and, when needed, with Lumen or Inteliquent; note the result and RTS orders that cannot port.
• Run business credit through Experian using Business Order Form details and email the customer when the business name or address needs clarification.

Account Setup

• Build and map customer accounts in B-Hive from the signed quote, confirming signer name, title, and signed date match.
• Set the account name, time zone, billing contact, and contact roles to match the Business Order Form and Salesforce.
• Verify partner information and billing and technical contacts in B-Hive match Salesforce.

MAC Orders & Queue Management

• Process cases from the Broadvoice MAC queue into new opportunities and TaskRay projects, updating contacts and MRC fields.
• Assign MAC orders to a Service Coordinator (and TIS where applicable) and create approved NRC charges in Rev.io.
• Review the Extended Timeline report so every order either moves forward or is returned to Sales, updating milestones and stage.
• Follow up on open Post-Install milestones, Account Optimization items after five days, and open cases for the team.

Reporting

• Keep the Service Delivery team metrics report current and delivered on schedule.

QUALIFICATIONS

Experience

• Experience in a customer-facing role handling orders, accounts, or service requests by phone and email, including calming a frustrated customer.
• Experience updating records and tracking status in a CRM system.
• Salesforce, call center, or telecom/UCaaS/VoIP order experience (number porting, carrier portals) is a plus.

Skills

• A strong eye for detail: you can check a document against a checklist and catch the mismatch others miss.
• Comfortable in Microsoft Excel and Outlook for tracking work and simple reporting.
• Familiarity with Experian business credit checks, Rev.io billing, or TaskRay is a plus.

Soft Skills

• Fluent written and spoken English, with clear writing: you can explain to a salesperson exactly what's missing and why an order is on hold.
• Able to manage a queue of new orders and follow-ups at the same time without letting items go stale.
• Spanish is a plus.

WHY BROADVOICE

We're not just building communication tools, we're creating the future of connection. And we need people who want to build it with us.

Own Your Growth
No cookie-cutter career paths here. Sharpen your technical edge, step into leadership, or chart a course you haven't even mapped yet. You'll get real mentorship, real resources, and the autonomy to own your outcomes.

Work on Your Terms
Remote-first isn't a perk we bolted on, it's how we operate. We trust you to deliver, wherever you do your best work.

A Team Built Different
Diverse. Inclusive. Real. This is a culture that invests in people, not just performance metrics. You'll be surrounded by people who've got your back and push you to do better work.

Impact You Can Point To
Your ideas won't get lost in the shuffle. You'll have the backing of a product that competes well, and a direct hand in transforming Broadvoice into a CX powerhouse in the channel.

Ready to help us bring our story to life?

If you're a strategic thinker who thrives on collaboration and turns ideas into results, we want to meet you. Apply now and lead the charge with us.

Broadvoice is an Equal Opportunity Employer. We are committed to building a diverse, inclusive, and authentic workplace. Reasonable accommodation will be made as needed for individuals with disabilities.