After Hours Response Coordinator, Emergency Services

Global Facility Management; Melville (NY); Hybrid; USD 30,307 - 34,440; Full time

Job summary

Global Facility Management is seeking an After Hours Response Coordinator to manage emergency service requests from home-based locations in Melville, NY. This full-time role prioritizes rapid triage, customer satisfaction, and coordination with internal teams and vendors to deliver exceptional service.

The position follows a graveyard shift schedule (Tue, Wed, Fri, Sat, Sun) with hourly pay. A minimum of 1 year in customer service is required; Salesforce experience and bilingual skills are a

Qualifications

• 1+ years of customer service experience.
• Excellent communication and multitasking abilities.
• College degree preferred; Salesforce experience is a plus.

Responsibilities

• Handle all emergency after-hours service requests per department policies.
• Make after-hours account decisions and coordinate responses.
• Schedule and update service calls with all relevant parties.
• Confirm completion of service calls for Corporate Facilities and Global.
• Provide timely feedback to clients and on-call teams about issues.
• Collaborate with vendors to meet/exceed service expectations.

Skills

Customer service

Communication

Multitasking

Bilingual (advantage)

Education

High School

Tools

Salesforce

Job description

Job Details

Job Location: Remote - Melville, NY 11747
Position Type: Full Time
Education Level: High School
Salary Range: $22.00 - $25.00 per hour
Travel Percentage: None
Job Shift: Graveyard
Position Title: After Hours Response Coordinator
Department: Facility Services
FLSA Status: Non-Exempt
Reports To: Team Leader
Pay type: Hourly

Who We Are

We’re Global Facility Management and Construction, an innovative and groundbreaking organization launched initially out of a studio apartment in 2004, now grown and expanded to a staff of 225 tasked with building and managing some of the most interesting and innovative properties throughout the continent. We’re looking to build the best team in the biz, and we’re actively seeking high performing, highly engaged teammates with an entrepreneurial spirit and a good sense of humor who can’t resist a challenge. As a certified Women’s Business Enterprise, we strive every day to build an inclusive, equitable, dynamic, and engaging culture.

After Hours Response Coordinator – What You’ll Do

Primary focus is managing after-hours requests for emergency services and escalations, ensuring customers are happy and receiving the best service possible.

Shift schedule:

• Tuesday: 6pm‑11pm EST
• Wednesday: 6pm‑11pm EST
• Friday: 6pm‑11:30pm EST
• Saturday: 12pm‑10pm EST
• Sunday: 12:30pm‑6pm EST

Position Responsibilities

• Handle all emergency after-hours service requests according to established department policies and procedures.
• Make decisions regarding accounts after hours.
• Schedule and update service calls with all appropriate parties.
• Confirm satisfactory completion of service calls on behalf of Corporate Facilities Department and Global.
• Provide timely feedback to clients, on-call team and correct team in the office regarding service failures or customer concerns.
• Partner with vendors to meet and exceed customer’s service expectations.
• Negotiate vendor’s quotes and proposals while vendors are onsite and provide real-time price updates to clients.
• Draft new customer proposals and ensure customers are informed of all NTE increases needed.
• Process high volume of data and calls while inputting information into the appropriate technologies.
• Effectively interface with clients’ Corporate Facility Department.
• Handle escalations regarding contractor errors for a service.
• Handle all emergency requests in a highly expedited manner independently.
• Communicate issues, changes and updates within the team to the department manager.
• Train and motivate the team.
• Implement experience and knowledge to ensure the proper and timely completion of projects.
• Perform other related duties as assigned, including working holidays when required and scheduling service requests for the following morning.

Who You Are

You’re a people person with a personal commitment to keeping clients happy. You’ve got 1+ years of experience in a customer service role and possess A+ communication and multitasking skills.

Ideally, you hold a college degree, have worked with SalesForce, and it’s a definite plus if you’re bilingual.

Physical Demands & Work Environment

The work is performed in your home setting. The noise level in the work environment should be low. Individuals may need to sit or stand as needed, may require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist, or lifting as required to file documents or stored materials. Proper lifting techniques required; may include lifting up to 25 pounds.

Equal Opportunity Statement

Global Facility Management is proud to be an equal opportunity workplace.