Customer Support Compliance Coordinator
Job Title: Customer Support Compliance Coordinator
Location: Remote
Reports to: Tier 1 Customer Support Supervisor
About Us
Zentro is one of the largest independent internet service providers focused exclusively on multi-dwelling units (MDUs) in the United States. Following our recent merger with BAI Connect, Zentro now serves over 100,000 subscribers across key markets including Chicago, Los Angeles, and Detroit.
We specialize in delivering bulk internet and managed Wi-Fi solutions purpose-built for apartment communities, high-rises, and mixed-use developments. Our fully owned network infrastructure, resident-first support model, and tailored technology stack enable us to offer a refreshingly different alternative to legacy providers—one rooted in simplicity, reliability, and satisfaction.
Role Overview
The Customer Support Compliance Coordinator is responsible for ensuring accuracy and compliance in various customer account processes.
Essential Duties and Responsibilities:
- Provisioning/Deprovisioning: Provisioning and deprovisioning of residential/retail accounts to maintain smooth customer service operations.
- Audit Execution: Conducting detailed audits of agent tickets, ticket queues, IO failures, delinquent accounts, accounts missing payment methods, and other audits as they arise, ensuring adherence to company policies.
- Issue Identification and Resolution: Proactively identifying discrepancies and working with relevant teams to resolve issues efficiently.
- Special Projects: Supporting additional projects and tasks as assigned, contributing to process improvements and operational efficiency.
- Field Tech Calls: Handling inbound calls from field technicians to activate and provision/deprovision equipment in customers homes as needed.
- High School Diploma or Equivalent Education
- Requires a minimum of two (2) years of experience in customer service, call center, sales, and/or retention
- Basic troubleshooting knowledge with the ability to assist customers in navigating websites, portals, and online sign-up processes
- High ethical standards and strong work ethics with an emphasis on team commitment, respect for others, the ability to acknowledge and build on others' ideas, and support for group decisions
- Strong problem-solving skills with patience and a positive approach
- Self-motivated, detail-oriented, and organized with the ability to work efficiently to meet deadlines
- Excellent verbal communication and active listening skills
- Must have a distraction-free, dedicated workspace suitable for remote work
- Remote position- Must be able to work independently while remaining engaged and responsive to the team
- $18.50-$19.50/hour
- Health, Dental, and Vision benefits; paid vacation, sick leave, and holidays; and more great perks.