On-Call Coordinator (Dispatch) Remote

Job Purpose:

Provides support to all customers and field staff to ensure effective operations and excellent customer service during emergency after hours.

Duties:

• Available for in-office shift, as needed.
• Answers and screens all incoming after-hour calls.
• Processes payments, when necessary.
• Monitors emails for incoming emergency calls throughout shift.
• Contributes to team effort by accomplishing related tasks and providing results as needed.
• Follows up with technicians to confirm receipt of calls.
• Maintains a friendly and professional demeanor with all customers and technicians via phone.
• Completes periodic open call status reports.
• Updates all open work orders to vendor portals with latest status.
• Confirms customers are aware of overtime charges and notes calls correctly.
• Schedules emergency service calls and assigns on-call technicians.

Skills/Qualifications:

• Ability to stay organized and focused.
• Ability to use positive language and clear communication.
• Strong customer service with adherence to Core Values/Job Ownership.
• Readiness to work on demand at all hours during shift.
• Ability to work independently while maintaining a team mentality.
• Basic knowledge of Office Suite and QuickBooks. Ability to scan, fax, print, and maintain company files.