• Provide customer support in Lithuanian and English • Assist customers via phone, email, and chat • Handle service inquiries and resolve issues efficiently • Maintain high levels of customer satisfaction • Record interactions accurately in internal systems

• Provide customer support in Lithuanian and English • Assist customers via phone, email and chat • Resolve service inquiries and provide accurate information • Maintain a high level of customer satisfaction • Document interactions in internal systems

• Support customers in Lithuanian and English • Handle inquiries via phone, email, and chat • Provide accurate information about digital services • Solve customer issues and ensure a positive experience • Record interactions in internal systems

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.