Call Coordinator

Sourcefit

6d•Remote

About The Position

The Call Coordinator coordinates field technicians and manages service calls for Secur-Serv to ensure timely onsite technical service delivery and compliance with customer Service Level Agreements (SLAs). The role supports strong client relationships by coordinating technicians, tracking service progress, documenting job details, managing return visits, and ensuring service calls are closed accurately and on time. The coordinator serves as a communication point for customers, technicians, and accounting to support efficient service operations. This is a work-from-home position with a schedule of 11:00 PM to 7:30 AM Philippine Time (PHT).

Requirements

2–3 years of experience in remote administrative support.
Detail-oriented, with excellent communication and organizational skills.
Ability to handle a high-stress, high-volume workload.
Ability to manage multiple tasks simultaneously.
Ability to work independently.

Responsibilities

Maintain client relationships by arranging and coordinating onsite technical services and meeting customer SLAs.
Review new service calls and ensure all required information is accurate.
Find local technicians for service calls, prepare them for assignments, and set service-delivery expectations.
Document service-call details, including ETAs, parts tracking, job status, and other relevant information.
Communicate professionally with customers, technicians, and accounting by phone, email, instant messaging, and internal system notes.
Keep the job queue current, complete, and accurate, including follow-up dates.
Close service calls by the end of the same business day that service is completed.
Manage the return-visit process promptly and accurately to support payment for services performed.
Answer phone calls promptly.
Perform other duties as requested.