Job Overview

Our client is seeking  a proactive and dependable Customer Experience Coordinator – After Hours  to manage customer service and field operations outside standard business hours. In this remote weekend role, you will serve as the primary contact for incoming service requests, coordinate and dispatch field technicians, and resolve urgent customer escalations. You will also monitor active work orders and prepare clear shift handover notes for incoming daytime teams. This position requires strong operational decision-making, excellent communication skills, and the ability to work independently overnight. 

Schedule

Saturday - Sunday, 8:00 PM - 8:00 AM EST (24 work hours per week)

Responsibilities

• 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 manage expectations by providing accurate information and setting realistic timelines.
  • Maintain a professional and consistent customer experience aligned with quality service standards.
• 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.
  • 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.
• 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 to determine the appropriate course of action.
  • Take ownership of escalated situations, coordinating with technicians, managers, and internal departments as required.
  • Proactively identify at-risk service requests, including extended equipment downtime, missed service commitments, and repeat service concerns.
  • Exercise sound judgment to support customer needs while adhering to policies and procedures, escalating to management when required.
  • Maintain clear documentation of escalations, actions taken, and ensure unresolved issues are transitioned effectively to daytime leadership.
• Operational Monitoring & Reporting:
  • Monitor incoming service requests, open work orders, and active dispatch activity throughout assigned shifts.
  • Maintain awareness of priority service calls, outstanding commitments, and equipment-down situations.
  • 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.
• 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.
  • Build positive working relationships with technicians and internal stakeholders while fostering accountability 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.
• Strong problem-solving, critical-thinking, and interpersonal skills.
• High level of accountability, attention to detail, and ability to remain composed under pressure.

Qualifications

• Experience working in a field service, technical service, equipment repair, or service-based organization is considered an asset.

Key Performance Expectations

• Customer Responsiveness: Timely acknowledgement and response to incoming customer inquiries and service requests.
• Service Level Performance: Supporting established customer service response targets, including the four-hour customer contact standard.
• Dispatch Effectiveness: Efficient coordination and prioritization of service requests, technician availability, and after-hours coverage.
• Escalation Management: Timely identification, ownership, communication, and resolution of escalated concerns.
• Customer Communication: Consistent, proactive updates that minimize uncertainty and improve the customer experience.
• Documentation & Handover: Accurate system updates and comprehensive transition notes for daytime teams.
• Operational Accountability: Demonstrating sound judgment, initiative, and ownership of issues through to resolution.

What Success Looks Like

• Customers feel supported and informed, even when contacting the company outside regular business hours.
• Urgent service requests are identified, prioritized, and dispatched appropriately.
• Equipment-down situations receive the necessary attention and coordination.
• Escalations are managed proactively rather than carried over without ownership.
• Technicians have the communication and coordination support needed to complete their work effectively.
• Daytime teams receive a clear understanding of outstanding issues and customer commitments.
• Customers experience one consistent service standard across Customer Care, Dispatch, and Field Service.

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.