Customer Ops & Case Specialist (Outbound Support)

Aquent; Phoenix (AZ); On-site; USD 65,000 - 95,000; Full time

Job summary

Aquent in Phoenix, AZ seeks an operations/customer-experience professional to provide high-touch support for customers and the sales team. This is an internal, non-quota role that partners with Support and sales to ensure smooth case progression.

You will manage intake and coordination of support and warranty requests, route cases, generate SKPs, and report on volume and escalation themes. A Bachelor's degree in marketing or equivalent and 5–7 years in customer support or operations are required.

Qualifications

• Bachelor’s degree in marketing or equivalent training is required.
• 5–7 years in customer support, sales operations, or program operations.
• Experience with commercial devices, warranty processes, or SMB/channel sales is a plus.

Responsibilities

• Manage intake and coordination of support and warranty requests.
• Route cases to the appropriate team and generate SKPs accurately.
• Maintain trackers and report on volume, aging, escalations, and outcomes.

Skills

Case management

Customer service

Communication

Data interpretation & reporting

Organization & follow-through

Education

Bachelor’s degree in marketing or equivalent training

Tools

CRM/case-management tools

Excel

PowerPoint

Copilot

Job description

Aquent in Phoenix, AZ seeks an operations/customer-experience professional to provide high-touch support for customers and the sales team. This is an internal, non-quota role that partners with Support and sales to ensure smooth case progression.

You will manage intake and coordination of support and warranty requests, route cases, generate SKPs, and report on volume and escalation themes. A Bachelor's degree in marketing or equivalent and 5–7 years in customer support or operations are required.