Shared Services Break-Fix Project Coordinator

2020 Companies; Atlanta (GA); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Paid weekly

Work remotely, from home

Health/Dental/Vision benefits

401K Program with matching

Paid Time Off

Paid Holidays

Partial mobile reimbursement

Scholarship opportunities for benefits

Employee Assistance Program

Leadership Development Program

Employees special pricing for multiple

Job summary

2020 Companies in Atlanta, GA is seeking a full-time Break-Fix Coordinator to oversee the day-to-day coordination of break-fix and revisit requests across assigned retail programs. You will manage intake, field assignment, visit creation, execution follow-up, documentation, and closeout to ensure timely progress within service expectations.

The ideal candidate is highly organized, detail-oriented, and able to juggle multiple active requests while escalating exceptions as needed, coordinating

Qualifications

• The ideal candidate is highly organized
• Detail-oriented and able to handle multiple active requests
• Able to escalate exceptions appropriately

Responsibilities

• Break-Fix Intake & Case Coordination: Monitor incoming requests and identify required information; acknowledge requests; coordinate with Scheduling and Field Leadership; create Break-Fix visits; confirm details and maintain status.
• Revisit Coordination & Field Follow-Up: Monitor revisit requests; review visit details and reason for revisit; determine whether original or new rep should complete revisit; clone and update visits; follow up after visits.
• Documentation, Tracking & Reporting Support: Maintain accurate Break-Fix information in tracking tools; document actions, outcomes, and escalation needs; prepare case summaries for client communication.
• Issue Resolution & Escalation Support: Determine if issues are resolved by visits; engage SMEs when needed; document guidance and next steps; escalate complex cases.
• Cross-Functional Communication & Team Support: Maintain professional communication with field reps and internal partners; collaborate with Scheduling, Field Leadership, Audit, SMEs, and Account Management; support workload priorities.
• Success Metrics: Timely acknowledgment and progression of Break-Fix requests

Job description

Job Type

Regular

Work Location

Atlanta, GA 30320

Overview

2020 Companies is now hiring a full-time Break-Fix Coordinator! The Break-Fix Coordinator is responsible for the day-to-day coordination, tracking, and follow-through of break-fix and revisit requests across assigned retail programs. This role manages the operational workflow from request intake through field assignment, visit creation, execution follow-up, documentation, and closeout preparation, ensuring requests move forward accurately and within defined service expectations. The Break-Fix Coordinator partners closely with the Break-Fix Manager, Scheduling, Field Leadership, FROST/Audit, SMEs, Account Management, and field representatives. Coordinators maintain accurate case information and provide the Break-Fix Manager with the details, status, documentation, and risks needed for client communication and program reporting. The ideal candidate is highly organized, responsive, detail-oriented, comfortable managing multiple active requests, and able to proactively follow work through completion while escalating exceptions appropriately.

Schedule

Ability to work CST hours preferred

Our Benefits

• Paid weekly
• Work remotely, from home
• Health/Dental/Vision benefits
• 401K Program with matching
• Paid Time Off
• Paid Holidays
• Partial mobile reimbursement
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Leadership Development Program
• Employees special pricing for multiple clients

Job Description

Key Responsibilities

Break-Fix Intake & Case Coordination

• Monitor and review incoming break-fix requests and identify required store, issue, and supporting information
• Acknowledge incoming requests according to established Break-Fix procedures and communication standards
• Coordinate with Scheduling and Field Leadership to identify priority and backup representative options
• Contact assigned field representatives, confirm availability within required service windows, and maintain timely follow-up
• Create Break-Fix visits using the appropriate project/request process once field availability is confirmed
• Confirm scheduled visit details with applicable stakeholders and maintain accurate case status

Revisit Coordination & Field Follow‑Up

• Monitor designated channels for revisit requests and promptly acknowledge requests requiring action
• Review original visit information, survey details, store information, assigned representative, and reason for revisit
• Coordinate with Scheduling and Field Leadership to determine whether the original representative or a new representative should complete the revisit
• Clone and update original visits, including assigned representative and critical assignment notes, according to established procedures
• Follow up after scheduled visits by reviewing Salesforce survey information and contacting the field representative to confirm outcome, troubleshooting performed, and any unresolved barriers

Documentation, Tracking & Reporting Support

• Maintain accurate, current Break-Fix and revisit information within designated tracking tools and systems
• Document actions taken, visit outcomes, unresolved issues, SME guidance, next steps, and escalation needs
• Ensure survey information and supporting details are sufficient to understand the outcome before moving a request toward closure
• Prepare accurate case summaries, status information, and supporting documentation for the Break-Fix Manager to use in client communication and reporting
• Identify aging, at-risk, incomplete, or conflicting information and escalation it to the Break-Fix Manager before service expectations are missed

Issue Resolution & Escalation Support

• Determine whether a completed visit resolved the reported issue based on survey information, field feedback, and established procedures
• Engage designated SMEs when standard troubleshooting does not resolve an issue and provide complete context regarding the issue, actions attempted, and supporting visit details
• Document SME guidance and coordinate required next steps, including additional visits or reassignment when appropriate
• Escalate complex, repeated, high-risk, client-sensitive, or out-of-standard situations to the Break-Fix Manager rather than independently making commitments outside established processes

Cross-Functional Communication & Team Support

• Maintain professional, timely, and responsive communication with field representatives and internal partners
• Partner with Scheduling, Field Leadership, Audit team, SMEs, Account Management, and the Break-Fix Manager to keep requests moving toward resolution
• Participate in cross-training and maintain working knowledge of assigned Break-Fix programs, workflows, systems, and escalation paths
• Support team coverage and shared workload priorities as needed to maintain service levels
• Surface recurring questions, execution issues, or process gaps to the Break-Fix Manager for review and improvement

Success Metrics

Timely acknowledgment and progression of Bre