Support Service Coordinator

About BRAVAS

At BRAVAS, we transform homes into extraordinary living experiences. As the nation’s #1 luxury technology integrator, we design and deliver premium solutions - lighting, shades, A/V, networking, home automation, and more, that make life effortless, beautiful, and connected.
We partner with homeowners, architects, builders, and designers on some of the most spectacular homes in the country. And we’re growing.

The Role
The National Support Service Coordinator serves as the first point of contact for our clients and plays a critical role in delivering exceptional service experiences. This position supports all Bravas locations by answering incoming service calls, engaging with clients to identify issues, creating and triaging service cases, and ensuring timely and appropriate escalation to Level 2 (Remote Support) or Level 3 (Field Services) as needed.

Essential Duties and Responsibilities:

• Serve as the first line of defense for all incoming service inquiries via phone, email, and text.
• Communicate directly with clients to understand their needs and concerns, ensuring each interaction is handled with professionalism and care.
• Create and manage service cases in NetSuite, accurately documenting client issues and assigning appropriate priority.
• Obtain Gate Codes, Site Access Information and any other site specific details and document for the Level 2 and Field Services Team.
• Evaluate the nature of the service request and escalate to Level 2 National Support Technicians or Level 3 Field Services for on-site scheduling when necessary.
• Clearly communicate the cost of service to clients—whether for remote or on-site support— ensuring transparency and alignment with company policies.
• Assist with scheduling service appointments and confirming appointments with clients as needed.
• Support the Client Experience Team by following up with clients post-service and throughout the service process to ensure the highest level of satisfaction.
• Collaborate with cross-functional teams to provide a seamless service experience.
• Perform additional administrative and service support tasks as required.

Qualifications

• 2+ years in a customer service, technical support, or scheduling role (experience in AV, automation, or low-voltage industry is a plus)
• Excellent communication and interpersonal skills with a strong client-service orientation
• Ability to manage multiple priorities in a fast-paced environment
• Detail-oriented with strong organizational and problem-solving skills
• Proficient with customer management systems (experience with NetSuite is highly desirable)
• Comfortable discussing service costs and setting expectations with clients
• Self-motivated and capable of working independently in a hybrid work environment Knowledge, Skills & Abilities

• Strong Accounts Receivable background.
• Proficiency with accounting software (e.g. NetSuite) and Excel.
• Ability to work in a fast-paced growth stage environment.
• Strong organizational skills and high level of detail orientation required to maintain and submit
  all necessary documentation and meet deadlines and requirements.
• Ability to work across different organizational areas of a location.
• Basic understanding of GAAP Accounting principles.
• Effective verbal and written communication.
• Knowledge of computer technology and ability to work
• Working understanding of the connection with the company’s financial and operating systems and programs.

• This is a full-time, hybrid role; work location and schedule flexibility may vary based on employee’s location and business needs.
  Occasional availability outside of standard business hours may be required for escalations or client needs.

Physical Requirements

• Prolonged periods sitting (e.g., during travel or computer work).
• Ability to lift to 15 pounds as needed.

We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.