Maintenance Coordinator - After-Hours

The After-Hours Call Representative is a full-time operations role responsible for managing all emergency and urgent service requests outside of standard business hours. This position serves as the primary point of contact during evenings, nights, weekends, and holidays, ensuring rapid response, accurate triage, and seamless coordination between clients, technicians, vendors, and internal leadership. This role is critical to service continuity, client satisfaction, and risk mitigation. The ideal candidates are calm under pressure, highly organized, and capable of making sound decisions in time-sensitive and high-impact situations.

Key Responsibilities:
After-Hours Call Intake & Triage
- Answer and manage all after-hours incoming calls, emails, and service alerts.
- Evaluate and classify service requests using established emergency and escalation protocols.
- Determine appropriate response level based on safety, property damage risk, and service urgency.

Dispatch & Operations Coordination
- Dispatch on-call technicians, vendors, and emergency services as required.
- Coordinate response efforts across multiple regions and service lines.
- Track response progress and confirm arrival, completion, and resolution status.

Client & Resident Communication
- Communicate professionally, calmly, and empathetically with clients, residents, and property managers.
- Provide clear expectations regarding response timelines and next steps.
- De-escalate tense situations and maintain a professional company image at all times.

Escalation & I ---------- Management
- Escalate critical i ---------- to Operations Management per company guidelines.
- Notify leadership of safety concerns, major property damage, repeat issues, or liability risks.
- Support emergency response coordination and documentation for insurance or compliance needs.

Documentation & Handoff
- Accurately document all calls, dispatch actions, and outcomes in the company’s work order or dispatch system.
- Prepare detailed shift notes and handoff reports for daytime operations teams.
- Ensure continuity of service by flagging follow-up actions and unresolved items.

Policy & Process Compliance
- Adhere to company policies, escalation procedures, and after-hours protocols.
- Maintain confidentiality of sensitive client, employee, and operational information.
- Identify process gaps and provide feedback to improve after-hours operations.

Required Qualifications
- High school diploma or equivalent (Associate’s degree or higher preferred).
- 2+ years of experience in dispatch, operations coordination, customer service, or emergency response.
- Strong verbal and written communication skills.
- Ability to remain calm, decisive, and professional under pressure.
- High attention to detail and strong organizational skills.
- Proficiency with dispatch software, CRM/work order systems, and basic office technology.

Preferred Qualifications
- Experience in maintenance, construction, restoration, utilities, or property management.
- Familiarity with HOA, multifamily, or commercial environments.
- Experience working overnight or after-hours operational shifts.
- Understanding of emergency response and escalation protocols.

Schedule & Availability
- Full-time after-hours schedule, including evenings, overnight shifts, weekends, and holidays.
- Schedule may be fixed or rotating based on operational needs.
- Reliable attendance and punctuality are essential for this role.

Key Competencies
- Crisis management and decision-making
- Clear, empathetic communication
- Multitasking and prioritization
- Professional judgment
- Accountability and reliability

Performance Metrics
- Call response time and resolution accuracy
- Proper dispatch and escalation compliance
- Documentation accuracy and completeness
- Client satisfaction and professionalism
- Effective shift handoff and follow-up tracking

Physical & Technical Requirements
- Ability to sit and work at a computer for extended periods.
- Reliable access to phone, computer, and internet.
- Ability to operate dispatch systems and company software efficiently.

Working Conditions:
- This is a fully remote position — work from anywhere.
- Must be available to work at any US time zone during business hours, Monday – Friday.
- Use of Hubstaff time-tracking software is required during working hours.

How to apply:
1. Send an email attachment with your updated resume in PDF format.
2. Please send a link to your video recording introducing yourself and your relevant experience based on the job description.
3. Kindly send your application to ---------- the subject line, kindly indicate the position After-Hours Call Representative - your name.

Shortlisted applicants will be contacted by email for interview scheduling.
Looking forward to working with you!