Customer Support & Inside Sales Coordinator

Primary Purpose
Help customers, manage support tickets, keep communication from falling through the cracks, and support the sales process through budget pricing and follow-up.
This position is not fully built out. You will be expected to find the best way to do parts of this job and document the process as you go — not just follow a script.
Customer Support Responsibilities

• Handle customer communication through text, email , and phone
• Convert customer communications into tickets when needed
• Manage ticket system and ensure nothing is dropped
• Manage high-priority customer issues
• Communicate delays and updated ETAs to customers
• Move jobs to unfinished jobs when required
• Confirm customer understanding of contract scope before job execution
• Follow communication processes and standards
• Process service call requests
• Process warranty requests
• Escalate urgent customer concerns
• Request customer reviews and feedback
• Follow up on customer feedback forms
• Assist with customer satisfaction follow-up

Inside Sales Responsibilities

• Send budget pricing
• Follow up with customers who received budget pricing
• Ensure customers receive pricing before appointments are scheduled
• Follow communication procedures for unresponsive leads
• Support Opportunity Coordinator coverage during absences when needed

Systems Used

• Flowlu
• Microsoft 365
• OpenPhone

Requirements

• Must be based in the Philippines
• Excellent spoken and written English required
• Clear, neutral accent required — must be easily understood by U.S. customers
• Professional phone presence
• Strong customer service skills
• Strong follow-through
• Organized and detail-oriented
• Comfortable talking with customers by phone
• Able to manage multiple tasks at once
• Comfortable building process where none exists yet
• Documents own workflows for future training/handoff
• Reliable internet connection
• Reliable computer
• Ability to work during Nashville business hours

What This Position Does NOT Do

• Scheduling appointments (except occasional backup coverage)
• Estimating
• Pricing jobs
• Managing installers
• Managing operations
• Marketing analysis
• Billing and collections
• Payroll
• HR
• Managing employees

Success Looks Like

• No customer communication falls through the cracks
• Tickets are updated and tracked
• Customers receive timely updates
• Budget pricing opportunities are followed up on
• Customers receive pricing before appointments
• High customer satisfaction scores
• Strong review generation
• Fast response times
• Builds and documents processes for undefined parts of the role

How to Apply
Submit your resume along with a 2-minute video introducing yourself in English. In your video, include the secret word: FENCEPOST.
Applications without the secret word or video will not be reviewed.