Lead Scheduler/Overnight Customer Care Technician (12PM-8AM Central Time Zone)

Scheduler / Overnight Customer Care Technician

Location: Remote
Schedule: Overnight Shift (3rd Shift)
Company: Multi-Company Operations Team Supporting Hospitality & Property Services

Position Overview
We are seeking a reliable, detail-oriented Scheduler / Overnight Customer Care Technician to support overnight operations across multiple service-based companies. This role is responsible for preparing and organizing the next day’s operational schedules while also monitoring overnight communication channels for urgent guest, customer, or property-related issues.

The Scheduler plays a critical role in ensuring that daily jobs are properly assigned, scheduled, and entered into our systems with accurate details, billing information, and job instructions. During the overnight shift, this position will also monitor phone, email, and text channels for emergencies and escalate issues to the manager on duty when necessary.

This role is ideal for someone who is organized, dependable, comfortable working independently, and able to stay calm while managing overnight support responsibilities.

Key Responsibilities
Operational Scheduling
Prepare and organize daily operational schedules for the following day
Assign jobs and tasks across multiple scheduling and billing systems
Ensure job details, billing rates, addresses, and service notes are accurate
Confirm all scheduled work has the correct information for field teams

System & Data Management
Update job information across task tracking and billing platforms
Verify that services are properly scheduled and documented
Maintain organized and accurate scheduling records
Overnight Monitoring & Emergency Support
Monitor email, phone, and text communication channels during overnight hours
Respond to urgent guest or customer inquiries when necessary
Escalate emergencies or critical issues to the manager on duty
Document i ---------- and overnight activity for the operations team

Customer Care Support
Assist with customer support requests that come in overnight
Provide helpful responses or acknowledge messages for follow-up during business hours
Maintain a professional and supportive communication style

Administrative & Office Support
Assist with general office tasks when scheduling work is completed
Support operations and customer care teams as needed
Help maintain organized records and communication logs

Skills & Qualifications
Strong organization and attention to detail
Ability to manage scheduling systems and job tracking platforms
Excellent written communication skills
Ability to work independently during overnight hours
Strong problem-solving and decision-making skills

Comfortable monitoring and responding to phone, email, and text communication channels
Reliable internet connection and quiet remote workspace
Preferred Experience
Scheduling or dispatch experience
Customer support or service experience
Experience working with task management or scheduling software
Experience supporting operations teams in service-based businesses
What Success Looks Like
Success in this role means ensuring that the next day’s operations are organized, accurate, and fully prepared, while also providing reliable overnight monitoring and support for guests, customers, and the operations team.
This position helps ensure that the company’s field teams can begin each day with clear schedules, accurate job information, and smooth operational coordination.