Job Details:
Call Coordinator
M-F, 10 PM – 7 AM PH Time
Work from Home
Job Summary: This individual will be responsible for coordinating field technicians by performing the following duties
- Maintaining a strong client relationship by arranging and coordinating onsite technical services and meeting customers’ SLA’s (Service Level Agreements).
- Review each new service call and ensure that all the required information is present and accurate.
- Find local technicians to perform service. Prepare technician for service call and set expectations of service delivery including ETA, tools needed, documentation requirements etc.
- Document all aspects of service activity including ETA’s, Parts Tracking, Job Status etc.
- Provide outstanding communication to Customers, Technicians, and Accounting to assure smooth call flow; utilizing phone, email, IM, and internal system notes effectively and professionally.Keep job queue clean and up to date with all needed / required information and accurate follow-up dates
- Close service calls by EOD the same day the call is completed.
- Manage return visit process quickly and accurately to ensure payment for all service done.
- Answer phone calls in a timely fashion
- Fulfill other duties as may be requested.
Qualifications
- 2-3 years’ experience in remote administrative support.
- Must be detail-oriented and have excellent communication and organizational skills.
- Must be able to handle high stress/high volume workload.
- Ability to manage multiple tasks simultaneously.
- Ability to work independently.