Broadway National Inc

Role Description After Hours Coordinator - 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. 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.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves providing on-call receptionist services for Broadway National. - Answering heavy call volume in a professional & timely manner. - Determining the nature of each call and distributing it to the appropriate team member. - Notate work orders through our internal database. - Delivering exceptional service to our customers while working in a home environment. - Learning how to receive, enter, dispatch calls & check in/check out techs. - Process incoming calls and supporting the team. - Be a Customer Advocate – must have sense of urgency and customer concern. - Follow service department procedures, referring to internal policies and requirements. - During downtimes work on projects assigned by On-Call Shift Manager. - Performing other duties as assigned. 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. Company Description 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. - Businesses include Tech, Restaurant, Super Market, Facility Maintenance, Retail, Specialty and more. - We aim to provide our employees with a family-oriented atmosphere, where they are encouraged and motivated in a comfortable setting. - We offer extensive training to new hires, providing them with the skill set needed to succeed. - We are an equal opportunity employer and value diversity at our company.