After Hours Response Coordinator, Emergency Services

Global Facility Management & Construction • Melville, NY

242d • Remote

About The Position

As an After Hours Response Coordinator, your primary focus will be managing after-hours requests for emergency services and escalations, ensuring that our clients are satisfied and receiving the best service possible. You will handle all emergency after-hours service requests according to established department policies and procedures, make decisions regarding accounts after hours, and schedule and update service calls with all appropriate parties. You will also confirm satisfactory completion of service calls on behalf of the Corporate Facilities Department and Global, provide timely feedback to clients, and partner with vendors to meet and exceed customer service expectations.

Requirements

• 1+ years' experience in a customer service role.
• A commitment to keeping clients happy and making someone's day.
• A+ communication and multitasking skills.

Nice To Haves

• A college degree.
• Experience with SalesForce.
• Bilingual.

Responsibilities

• Handle all emergency after hour's service requests according to established department policies and procedures.
• Make decisions regarding accounts after hours.
• Schedule and update service calls with all appropriate parties.
• Confirm satisfactory completion of service calls on behalf of Corporate Facilities Dept and Global.
• Provide timely feedback to Clients, on call team and correct team in the office regarding service failures or customer concerns.
• Partner with vendors to meet and exceed customer's service expectations.
• Negotiate vendor's quotes and proposals while vendors are onsite and provide real time price updates to Clients.
• Draft new customer proposals and ensure customers are informed of all NTE increases needed.
• Process high volume of data and calls while inputting information into the appropriate technologies.
• Effectively interface with clients' Corporate Facility Department.
• Handle escalations regarding contractor errors for a service.
• Handle all emergency requests in a highly expedited manner by oneself.
• Communicate issues, changes and updates within the team to the department manager.
• Train and motivate the team.
• Implement experience and knowledge to ensure the proper and timely completion of projects.
• Perform other related duties as assigned, including working Holidays when required and scheduling service requests for the following morning.

Benefits

• Excellent health and dental coverage.
• Life insurance.
• 401k.
• Compelling PTO program.
• Paid holidays.
• Team building activities.
• Employee appreciation program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED