Sr. Installation Coordinator (100% Remote)

Since 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. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. 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.

For more information about our services please visit clearcaptions.com.

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.
• 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.

Summary:

The 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.

What This Role Does:

• Manages task load associated with the scheduling and assignment of contract work orders to meet service level requirements across quality and cost.
• Monitors and triages “at-risk” contract work orders using predefined task, case and dashboard tooling.
• Vets first round counter-offer approvals on contract work orders, within set limits.
• Processes contract work order approvals for invoice readiness within payment terms.
• Responds to routine inbox activity across Trainer-tech and vendor workflows as first-in-line liaison.
• Processes asset returns through established channels.
• Coordinates with Inside Sales to align scheduling and operational capacity with sales volume forecasts.
• Ensures timely response to internal inquiries.
• Acts as an operational subject matter expert (SME) to tier 1 Installation Coordinators.
• Executes advanced daily close out processes.
• Vets mid-tier counter-offer approvals on contract work orders, within set limits.
• Manages inbound calls from and transferred to the “Installation hotline.”
• Processes escalated field case management and complaints as assigned by Supervision and Department Management.
• Supports Trainer-tech coaching in conjunction with Field Training and Experience Specialist and Management.
• Actions Net Promoter Score (NPS) triage workflow.
• Processes “second device approvals” and additional order requests.
• Performs other duties as assigned.

What You Will Bring:

• A high school diploma or equivalent is required; continuing education is preferred. Equivalent combinations of education and relevant experience may be considered.
• A minimum of six (6) months of experience in the Installation Coordinator role is required, meeting or exceeding productivity key performance indicators (KPIs) with a proven record of performing the Installation Coordinator role at proficient levels.
• Ability to grasp, adapt to, and implement new processes to drive efficiency and achieve optimal results.
• Strong attention to detail.
• Experience working with Salesforce.com or a similar customer relationship management (CRM) system.
• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results.
• Excellent verbal and written communication, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Reliable and predictable attendance.
• Willingness and ability to work flexible hours as needed.
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).

Preferred:

• Scheduling experience.

Physical Demands:

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

Employees 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 Environment:

100% Remote: Work environment is at home.

Compensation:

$22.00 to $24.00/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 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 in 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 do this job.

ClearCaptions 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.

Protecting Your Candidate Experience

At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind:

• All legitimate ClearCaptions job openings are posted exclusively on this careers page.
• Our recruiters will only contact you from verified @clearcaptions.com email addresses.
• We will never offer a job through LinkedIn messages or any social media platform.
• We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process.

We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at recruiting@clearcaptions.com.

We’re committed to a hiring process that is respectful, secure, and clear every step of the way.