Call Coordinator

Position Summary

Coordinate field technicians and manage service calls for Secur-Serv, ensuring timely onsite technical service delivery and compliance with customer Service Level Agreements (SLAs). Maintain strong client relationships by coordinating technicians, tracking service progress, documenting job details, managing return visits, and ensuring accurate and timely service call closure. Serve as a communication point for customers, technicians, and accounting to support efficient service operations.

Job Details

• Work Setup: Work from home
• Shift/Schedule: 11:00 PM to 7:30 AM Philippine Time (PHT)

Responsibilities

• Maintain strong client relationships by arranging and coordinating onsite technical services and meeting customers’ Service Level Agreements (SLAs).
• Review each new service call and ensure accuracy of all required information.
• Find local technicians to perform service calls, prepare technicians for assignments, and set expectations for service delivery.
• Document all aspects of service calls, including estimated times of arrival (ETAs), parts tracking, job status, and other relevant details.
• Communicate effectively and professionally with customers, technicians, and accounting through phone calls, email, instant messaging, and internal system notes to ensure smooth service coordination.
• Keep the job queue clean and up to date with all required information and accurate follow-up dates.
• Close service calls by the end of the same business day the service is completed.
• Manage the return-visit process quickly and accurately to ensure payment for all services performed.
• Answer phone calls in a timely manner.
• Perform other duties as requested.

Qualifications

• 2-3 years of experience in remote administrative support.
• Detail-oriented, with excellent communication and organizational skills.
• Ability to handle a high-stress, high-volume workload.
• Ability to manage multiple tasks simultaneously.
• Ability to work independently.