CONNECTIVITY PROGRAM COORDINATOR

Job Description

Job Description

Compudopt is a leading national nonprofit organization that aims to provide technology access and education to under-resourced youth and their communities by bridging the digital divide. Compudopt is seeking a strong leader in the Connectivity Program Coordinator role to support Compudopt’s home internet connectivity initiatives.

The Connectivity Program Coordinator is responsible for the end-to-end management of connectivity accounts. The Connectivity Program Coordinator will be assigned one or more Connectivity program accounts and will serve as the primary point of contact for customers and partners, overseeing account management, payment processing, order fulfillment, returns merchandise authorization (RMA), troubleshooting, and technical support for Community Members. The Connectivity Program Coordinator will also work with vendor and nonprofit partners on program administration. This remote position may require weekend work and up to 20% travel across the United States.

The Connectivity Program Coordinator must act with integrity, be committed to achieving organizational goals, take responsibility for mission achievement, hold accountability, and demonstrate flexible thinking by starting with yes.

Major Job Responsibilities and Duties:

The Connectivity Program Coordinator will be assigned to one or more Connectivity program accounts. Connectivity programs differ depending on the grant, partnership, or nature of the service, so not all responsibilities below may apply at any given time, depending on the account.

Account Management & Customer Support

• Serve as the primary point of contact for internet connectivity customers nationwide, delivering responsive support and ensuring consistent, high-quality customer experience
• Assist clients throughout the enrollment process and manage customer accounts from initial implementation through ongoing service and support, ensuring a seamless and positive client experience
• Respond to all inquiries promptly and professionally across phone, email, and ticketing platforms, ensuring clear communication and timely resolution
• Maintain accurate, current customer records within CRM and billing systems to ensure data integrity and operational efficiency.
• Proactively identify potential account issues and resolve them quickly to prevent escalation and maintain a positive client experience

Payments & Billing

• Process customer payments as needed while ensuring billing accuracy and maintaining detailed financial records
• Track account balances and contact customers by phone and email to address outstanding payments and ensure accounts remain current
• Investigate and reconcile payment or credit card discrepancies, partnering with Finance as needed to achieve prompt and precise resolution.
• Adhere to internal controls and documentation standards by following established policies and maintaining accurate, audit-ready records

Order Fulfillment & Logistics Coordination

• Process orders for connectivity equipment and services accurately and efficiently, ensuring timely fulfillment and a seamless customer experience
• Coordinate with logistics teams and vendor partners to support timely and accurate order fulfillment.
• Track shipments from dispatch through final delivery by monitoring carrier updates, proactively addressing delays or discrepancies, and confirming receipts to ensure accurate and timely fulfillment.
• Maintain detailed and accurate records of device inventory and customer assignments

Returns & RMA Management

• Oversee the Return Merchandise Authorization (RMA) process from initiation through resolution, including verifying eligibility, coordinating returns with customers and vendors, tracking replacement shipments or credits, and maintaining accurate documentation to ensure timely and efficient processing
• Oversee the end-to-end process for device troubleshooting, returns, replacements, and refurbishments to ensure timely resolution and inventory accuracy
• Ensure proper documentation of return activity while proactively communicating clear timelines and expectations to customers

Technical Support & Troubleshooting

• Troubleshoot basic internet, Wi-Fi, and device connectivity issues and coordinate with service providers, internal technical teams, and the VP of Internal Systems when escalation is required.
• Provide clear step-by-step guidance and diagnose connectivity issues to customers using the company's documented resolution steps
• Consistently document comprehensive troubleshooting steps and resolutions to ensure accuracy, knowledge sharing, and quality control.

General Oversight & Quality Assurance

• Monitor and manage support ticket queues to ensure prompt follow-up, effective resolution, and adherence to service standards
• Identify recurring connectivity trends or barriers and recommend process improvements.
• Support cross-functional collaboration with operations, finance, and other internal departments as needed.
• Maintain the highest standards of confidentiality and data security, ensuring compliance with organizational policies and applicable regulations.

• Perform other related duties as assigned.

Qualifications:

Required:

• HS Diploma or GED
• Minimum 2 years of demonstrated experience in customer service, account management, or internet/technology support environments with a strong focus on resolving issues and supporting customers

Preferred:

• Associate’s degree or higher from an accredited college or university in information technology, network administration, business management, or a related discipline.
• 4+ years of demonstrated experience in customer service, account management, or internet/technology support environments with a strong focus on resolving issues and supporting customers
• Familiarity with basic networking (TCP/IP, routers, Wi-Fi troubleshooting)
• Experience in telecommunication, internet service, or device support
• Bilingual (English and Spanish)
• Familiarity with the Return Merchandise Authorization process (RMA) and inventory tracking systems.

Special Knowledge/Skills:

• Strong self-starter mindset with the ability to prioritize tasks, take initiative, and proactively solve problems
• Strong troubleshooting skills and technical aptitude.
• Excellent written, communication, and interpersonal skills, with the ability to engage effectively with community members and team members alike.

• Ability to lift up to 50lbs.

Compudopt provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Compudopt complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Why You’ll Enjoy Working at Compudopt

• Bonus potential
• Robust health benefits, including medical, dental, vision, employer-paid life insurance, short-term disability, and Basic Life/AD&D
• Generous employer contributions toward health premiums, with Compudopt covering from 55%–100% of select medical plans
• Up to a 4% employer match to your retirement plan
• 80 hours of Paid Time Off (PTO) annually
• 17 paid company holidays
• 48 hours of paid sick time
• Wellness-focused time off, including
  • 4 wellness days;
  • Your birthday off;
  • 8 hours of paid volunteer time to give back to the community

This position is subject to successfully passing a background check.