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.

-Resolve customer complaints via email or social media;**-Assist customers by providing the information they require;**-Communicating and coordinating with colleagues and other departments as necessary;**-Track bad reviews and support cases to identify problems & resolve them;**-Suggest and make changes to improve operational workflows.

What could an extra $1,000-$2,000 each month do for your household? We are helping teams find qualified candidates the chance to enter financial services on a part-time basis while working fully remotely. This means that you get all the earning potential of a trillion-dollar industry without having to give up the security of your current position. Pay off your house early, take the vacations your family deserves, or save for early retirement. 20 hours per week, from home, is all it takes to learn a new skill that could change everything! Through providing personalized benefits solutions, you’ll be the architect of your client’s security tomorrow. In this role, you can expect to: • Converse virtually with clients, weaving financial strategies that empower. • Cultivate client bonds that stand the test of time. • Ride the crest of industry trends, fortifying your knowledge. • Work alongside a dynamic remote team, where collaboration is the heartbeat of success. Benefits: • Work virtually, from anywhere • Comprehensive training provided • A fun, energetic, and positive team environment • Rapid career growth and advancement opportunities • Weekly pay Responsibilities: • Calling and receiving calls from clients • Scheduling appointments with clients who request our benefits • Presenting and explaining insurance products and benefits packages virtually • Completing applications for insurance products • Attending ongoing, optional training sessions *All interviews will be conducted via Zoom video conferencing (Global Elite Empire Consultants is a third-party recruiter, not an insurance agency)

• Handle incoming customer calls, emails, and messages promptly and professionally. • Solve customer issues directly or escalate to the relevant internal teams when necessary. • Maintain accurate documentation in internal CRM and support systems. • Track customer requests, follow up on pending issues, and ensure timely resolution. • Collaborate with internal teams to support process improvements and problem-solving. • Contribute to the continuous enhancement of customer service quality. • Achieve results and meet service-level expectations despite challenges.