After Hours Coordinator
Our Family
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.
Job 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. 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.
Job 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
Why Broadway?
We aim to provide our employees with a family-oriented atmosphere, where they are encouraged and motivated in a comfortable setting, while still being given the proper tools to grow within the company. As we experience rapid growth each year, we strive to assure our employees grow with us. Our company welcomes both those who have industry experience and those who are interested in learning about the facility maintenance business. We offer extensive training to new hires, providing them with the skill set needed to succeed. Our goal is to not only to provide exceptional customer service to our clients, but also to create an environment where employees flourish.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
