Job Overview

Our client is looking for a Customer Experience Coordinator – After Hours who will be responsible for delivering a seamless, responsive, and customer-focused service experience outside of regular business hours. This role serves as a central point of contact for customers, technicians, and internal operational teams, coordinating service requests, managing dispatch activities, monitoring active service calls, and ensuring timely resolution of customer concerns and escalations.

This position combines responsibilities across Customer Care, Dispatch, and Escalation Management, requiring an individual who can confidently manage competing priorities, make sound operational decisions, and maintain a high standard of customer communication and service delivery.

The successful candidate will take ownership of customer interactions from initial contact through to resolution, ensuring customers feel supported, informed, and confident that their service needs are being managed appropriately.

Schedule Monday - Friday, 8:00 PM - 8:00 AM EST, with 30 minutes paid break (60 work hours per week)

Responsibilities

1. Customer Experience & Customer Service

• Serve as the primary after-hours point of contact for customer inquiries, service requests, and operational concerns.
• Deliver professional, empathetic, and solution-oriented customer service across phone and email channels.
• Receive, assess, and prioritize incoming service requests based on equipment status, customer impact, urgency, and established service priorities.
• Provide proactive customer communication regarding technician scheduling, estimated arrival times, service delays, and outstanding requests.
• Ensure customers receive timely updates and are never left uncertain about the status of their service request.
• Manage customer expectations by providing accurate information and setting realistic timelines.
• Maintain a professional and consistent customer experience aligned with the client's service standards and commitment to quality.

2. Dispatch & Service Coordination

• Coordinate and manage after-hours service dispatch activities, ensuring service requests are appropriately assigned and prioritized.
• Communicate directly with field service technicians regarding new service requests, scheduling requirements, job updates, and operational changes.
• Monitor active work orders and technician progress to identify potential delays or service interruptions.
• Coordinate technician availability, scheduling adjustments, and service coverage based on operational requirements.
• Prioritize emergency and equipment-down situations to minimize customer downtime and business disruption.
• Work collaboratively with technicians to support efficient service execution and timely customer updates.
• Ensure all dispatch activities, scheduling decisions, and service updates are accurately documented in the appropriate systems.
• Identify gaps in technician coverage and escalate resource or scheduling concerns when additional support is required.

3. Escalation Management & Issue Resolution

• Act as the first point of escalation for customer complaints, service delays, technician concerns, and unresolved operational issues outside regular business hours.
• Assess the severity and business impact of escalations and determine the appropriate course of action.
• Take ownership of escalated situations, coordinating with technicians, managers, and other internal departments as required.
• Proactively identify at-risk service requests, including extended equipment downtime, missed service commitments, and repeat service concerns.
• Exercise sound judgment when making operational decisions to support customer needs while remaining aligned with client policies and procedures.
• Recognize situations requiring management intervention and ensure appropriate leadership is notified.
• Maintain clear documentation of escalations, actions taken, outstanding concerns, and required follow-up.
• Ensure unresolved issues are appropriately transitioned to daytime leadership and teams for continued management.

4. Operational Monitoring & Reporting

• Monitor incoming service requests, open work orders, and active dispatch activity throughout assigned shifts.
• Maintain awareness of priority service calls, outstanding customer commitments, and equipment-down situations.
• Ensure service requests are categorized and prioritized appropriately.
• Track after-hours service activity, customer concerns, and operational challenges.
• Prepare clear shift handover notes outlining outstanding work orders, active escalations, technician updates, and required follow-up.
• Provide management with visibility into significant customer concerns, service gaps, and recurring operational challenges.
• Identify opportunities to improve after-hours processes, communication, and overall service delivery.

5. Cross-Functional Collaboration & Accountability

• Work collaboratively with Customer Care, Dispatch, Field Service, Technical Support, and management teams to maintain continuity of service.
• Ensure daytime teams receive complete and accurate handover information for outstanding customer matters.
• Support the consistent application of customer service standards and dispatch procedures across all operating hours.
• Build positive working relationships with technicians and internal stakeholders.
• Take ownership of customer concerns rather than simply transferring issues between departments.
• Contribute to a culture of accountability, urgency, teamwork, and customer-first decision-making.

Requirements

• 2–3 years of experience in customer service, customer care, dispatch, service coordination, or a related operational environment.
• Previous experience managing customer escalations and time-sensitive service requests.
• Strong understanding of scheduling, dispatch coordination, and operational prioritization.
• Demonstrated ability to work independently and make sound decisions in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Proficiency with CRM, work order management, dispatch, and Microsoft Office applications.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.