Remote-First Customer Onboarding & Operations Specialist

Rippling, Inc.; Bogotá; A distancia; COP 24.000.000 - 48.000.000; Jornada completa

Descripción de la vacante

Broadvoice is seeking a Customer Operations Coordinator in Bogotá to ensure new orders are complete, accurate, and ready before installation. You’ll bridge Sales and Service Delivery, verify paperwork, run credit checks, and set up accounts across systems in English.

You will convert MAC requests into orders, track post-install follow-ups, and maintain Service Delivery metrics, collaborating with Sales, Service Coordinators, and customers in a fast-paced environment.

Formación

• Experience handling orders, accounts, or service requests by phone and email.
• Experience updating records and tracking status in a CRM system.
• Salesforce, call center, or telecom/UCaaS/VoIP order experience is a plus.

Responsabilidades

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

Conocimientos

Detail-oriented

Excel & Outlook

English proficiency

Herramientas

Salesforce

Rev.io

TaskRay

Descripción del empleo

Broadvoice is seeking a Customer Operations Coordinator in Bogotá to ensure new orders are complete, accurate, and ready before installation. You’ll bridge Sales and Service Delivery, verify paperwork, run credit checks, and set up accounts across systems in English.

You will convert MAC requests into orders, track post-install follow-ups, and maintain Service Delivery metrics, collaborating with Sales, Service Coordinators, and customers in a fast-paced environment.