Off Hours Coordinator

About Thoreau:
At Thoreau, we pride ourselves on providing exceptional client service and support, even during the most critical times. Join our team and be a part of a dynamic and responsive organization dedicated to excellence.
Position Overview:
We are seeking a dependable and highly organized Off-Hours Coordinator to support our service operations during evenings and weekends. This fully remote position serves as the primary point of contact after normal business hours, ensuring service requests are addressed, emergency calls are coordinated, and work orders remain updated and organized.

The Off-Hours Coordinator acts as the evening and weekend extension of our service team, providing clients with timely communication and ensuring technicians and coordinators have accurate information when the next business day begins. Depending on assigned coverage, coordinators may support the East, Central, or West region.

Typical weekday shifts are from approximately 1:00 PM until 10:00 PM or 11:00 PM. Weekend schedules may vary based on coverage needs.

Key Responsibilities

Client Support

• Serve as the primary point of contact for clients during evenings and weekends.
• Provide timely responses to client inquiries and service requests.
• Handle urgent client service requests and ensure prompt coordination of emergency issues.
• Facilitate communication between clients, technicians, vendors, and internal teams.

Work Order & Service Coordination

• Monitor and manage service tickets assigned to the designated region.
• Follow up on active service jobs scheduled during after-hours periods.
• Coordinate and schedule emergency service calls received after normal business hours.
• Schedule non-emergency service requests when time permits to support upcoming workloads.
• Maintain accurate and detailed ticket updates to ensure seamless handoff to the daytime service team.
• Ensure clients are informed of service status and next steps.

Administrative Duties

• Maintain accurate records of service requests, scheduling updates, and ticket activity.
• Review work orders and ensure required information is documented.
• Track and update service-related information within company systems.
• Ensure adherence to client procedures and service requirements.
• Assist with additional administrative and coordination tasks as needed.

Other Responsibilities

• Support weekend and after-hours coverage as scheduled.
• Collaborate with team members to ensure continuity of service.
• Perform additional duties as assigned to support clients and the service team.

Industry:

• Facilities Services

Employment Type: Full-time

What We Offer

• Competitive salary

• Full Med/Dent/Vis/Life Insurance Packages, 401k match

• Paid time off + Paid Holidays

• Tuition Reimbursement

• Growth opportunities within a rapidly expanding organization

• Strong customer service and communication skills.

• Excellent organizational skills with the ability to prioritize and manage multiple tasks.

• Ability to thrive in a high-pressure, deadline-driven environment.

• Proficiency in computer applications and data management systems.

• Be available to work evenings, weekends, and holidays where needed.