Job description

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.

Call Coordinator at Sourcefit

Role overview