Role Description

After Hours Coordinator

• Enter, dispatch, and manage calls.
• Process incoming calls and support other team members on shift by ensuring work is complete and meets customer SLA’s and KPI’s.
• Accept all new incoming work via email/third party website and delegate work to CSR’s, including monitoring Sales Force for any new Pilot work orders at minimum once per hour.
• Respond promptly to all client inquiries that require immediate response after hours.
• Support fellow On Call CSRs as needed during on and off shifts.
• Deliver exceptional service to our customers while working in a home environment.
• Be a Customer Advocate – must have sense of urgency and customer concern.
• Follow service department procedures, referring to internal policies and requirements.
• Work with On-Call Shift Manager on client escalations.
• Responsive to internal inquiries and requests from Service Management teams.
• Receive, Enter and Dispatch all work orders.
• Answer Phones – All CSRs on shift are responsible for answering calls as they come in. Phones should not ring more than once.
• Update clients via email and/or third-party website.
• Understand the functionality of the 3rd party websites and ensure all processes are followed.
• Create Follow Ups/Tasks for all work managed during shift.
• Action Follow Ups/Tasks assigned to On-Call by Daytime shifts.
• During downtimes work on projects assigned by On-Call Shift Manager.
• Sunday through Thursday: Receive, Enter, Confirm Scope and Dispatch all new Emergency, Same Day, Next Day 24 hour, and Standard 48-hour work order requests.
• Friday through Sunday and all Holidays: Receive, Enter, Confirm Scope and Dispatch all new Emergency, Same Day, Next Day 24 hour, and Standard 48-hour work order requests. Process per client SLA, some standards will come through with Monday morning requirements.
• Communicate with clients to confirm scopes of work. Process work per approved trades/client contracts.
• Follow client procedures to downgrade work orders when appropriate or dispatch to meet our Client SLA/ETA.
• Source and recruit Technicians as needed to complete work orders.
• Monitor and run the On-call Mailbox when assigned. Ensure that all emails are actioned per processes put in place. Ensure fair work distribution and sense of urgency is followed for emergency work.

Qualifications

• Associate's degree preferred, however equivalent combination of education and experience will be considered.
• Demonstrate customer service skills; excellent phone etiquette a must.
• Strong verbal and written communication skills.
• Ability to multi-task in a fast paced environment.
• Pro-active, organized & detail oriented.
• National retail & facility maintenance experience preferred.
• Experience working with & managing sub-contractors.

Benefits

• Medical, Dental and Vision.
• Company paid Group Term Life Insurance.
• 401 (k) Retirement savings plan (company match).
• Paid vacation, sick/personal time and floating holidays.
• Paid Holidays.