Customer Coordinator

Hawk Networks, Inc. is focused on expanding affordable and reliable broadband access to underserved communities. They are seeking a Customer Coordinator to support outreach, onboarding, and education for residents participating in their Massachusetts retrofit grant program.

Responsibilities

• Plan and coordinate outreach to residents, including distribution of materials, notices, flyers, and other communications
• Directly engage with residents to explain available broadband service, answer questions, and support the sign-up and onboarding process
• Help educate customers on how to use the service and support adoption after installation
• Document customer information, onboarding status, resident communications, and follow-up needs
• Coordinate with technicians and project managers to support installation scheduling, resident access, required notices, and property-specific communication plans
• Work with property management teams to ensure residents receive timely, accurate, and accessible information
• Support outreach events, resident meetings, tabling, door-to-door engagement, and other in-person communication efforts as needed
• Track customer adoption, satisfaction, and feedback to help improve program performance
• Identify barriers to adoption and work with the team to develop practical solutions

Skills

• Enjoys working directly with people and building trust with residents
• Is passionate about digital equity, broadband access, and expanding opportunity
• Communicates clearly and respectfully with people from diverse backgrounds
• Is organized, detail-oriented, and comfortable tracking customer information
• Can coordinate across multiple stakeholders, including residents, property managers, technicians, and internal project teams
• Is comfortable working on-site at housing properties and traveling within Massachusetts
• Can balance field-based work with remote administrative work
• Is proactive, dependable, and solutions-oriented
• Experience in customer service, community outreach, resident services, housing, social services, broadband, telecommunications, or field operations
• Experience working with low-income communities, affordable housing residents, or multi-dwelling unit properties
• Strong written and verbal communication skills
• Comfort using basic digital tools to track outreach, customer onboarding, and project updates
• Bilingual or multilingual skills are a plus

Benefits

• Health care benefits included
• Paid time off

Company Overview