Work On Site in IBEX Managua, Nicaragua.

The Internal Operations Coordinator (IOC) is a customer-first role responsible for delivering an exceptional customer experience while supporting the coordination of service and production operations. This position serves as a key point of contact for customers, ensuring clear communication, timely updates, and resolution of concerns, while also partnering with internal teams to keep operations running smoothly. 

This role is designed to be cross-functional, allowing for training and support across both Customer Experience (CXR) and Internal Operations as business needs evolve. 

The Internal Operations Coordinator (CXR-Focused position is fast paced, and self-motivating position includes, but is not limited to, the following responsibilities: 

•  Act as a primary point of contact for customers, delivering high-quality, consistent customer experience across phone, email, and text communication.
•  Manage inbound and outbound customer communication, including scheduling, job updates, issue resolution, and follow-ups.
•  Perform post-service “happy calls” to ensure customer satisfaction and identify opportunities for improvement.
•  Proactively resolve customer concerns and escalate when necessary to ensure timely resolution.
•  Partner with operations, sales, and field teams to ensure customer expectations are met and exceeded.
•  Assist with scheduling, dispatching, and job coordination to support service and production teams.
•  Maintain accurate job documentation, notes, and communication logs in ServiceTitan.
•  Close out job folders within 1 business day of completion and submit for billing.
•  Support communication between customers, crews, and subcontractors to ensure alignment on job scope, timing, and expectations.
•  Assist with basic operational tasks including job review, coordination, and internal follow-ups.
•  Participate in training across both CXR and operations functions to support cross-team coverage.
•  Maintain a “whatever it takes” mindset to support team success and customer satisfaction.

• Minimum of 2–3 years of experience in a customer-facing role (call center, dispatch, or service industry preferred).
• Strong communicationand interpersonal skills with a customer-first mindset.
• Ability to manage high call volume and multitask in a fast-paced environment.
• Strong problem-solving skills with the ability to de-escalate and resolve customer concerns.
• Highly organized with attention to detail in documentation and follow-through.
• Willingness to learn operational processes including scheduling, dispatching, and job coordination.
• Experience with Service Titanor or similar CRM/field service software preferred. 
• Flexible availability, including occasional evenings or Saturdays based on business needs.