On-Call Coordinator

Broadway National Inc• US,

21h•$22 - $26•Remote

About The Position

Broadway National, one of Inc. 5000’s fastest growing privately owned companies, provides national and international Property Management services to high profile clientele throughout a wide range of businesses. Such businesses include Tech, Restaurant, Super Market, Facility Maintenance, Retail, Specialty and more. This role involves coordinating and managing after-hours calls and work orders, ensuring client service level agreements (SLAs) and key performance indicators (KPIs) are met. The position requires delivering exceptional service from a home environment, acting as a customer advocate with a sense of urgency, and following established service department procedures. Collaboration with the On-Call Shift Manager and other team members is essential for handling escalations and ensuring smooth operations during on-call shifts.

Requirements

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
Experience working with & managing sub-contractors

Nice To Haves

Associate's degree preferred, however equivalent combination of education and experience will be considered
National retail & facility maintenance experience preferred

Responsibilities

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.
Monitor 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.
Receive, Enter, Confirm Scope and Dispatch all new Emergency, Same Day, Next Day 24 hour, and Standard 48-hour work order requests on 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 on Friday through Sunday and all Holidays. 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.