Facilities Call Center Coordinator

Apply

Description

POSITION OVERVIEW:

The Facilities Call Center Coordinator leads assigned after-hours facility support operations for the United States Postal Service (USPS). Serving as the primary point of contact during overnight, weekend, and holiday coverage, this position receives and triages service requests, determines urgency and operational impact, establishes priorities, directs the appropriate response, and coordinates issues through resolution. Effective triage is critical because it determines what occurs next in the service process, including dispatch, escalation, communication, and follow-up. The coordinator exercises independent judgment within contract requirements and company procedures to maintain safe, timely, and consistent facility operations. This position provides operational continuity by managing call intake and triage, coordinating the resulting response, resolving exceptions, and maintaining clear communication throughout the service process. When a Facility Manager is unavailable, the coordinator may also lead assigned projects, coordinate subcontractors and internal resources, monitor milestones, and communicate status to customers and Facilities Management leadership.

WORK SCHEDULE:

Location:

• Remote position that can be based anywhere in the United States.
• Requires a suitable remote work environment during assigned shifts.

Schedule:

• Regularly assigned overnight, weekend, and holiday coverage.
• Full-time and part-time schedules are available; each is set with the candidate based on availability, the staffing plan, and operational needs.

Connectivity:

• Reliable internet and telephone connectivity must be maintained during assigned shifts.

ESSENTIAL RESPONSIBILITIES:

• Lead assigned after-hours call center operations and serve as the responsible operational contact when Facilities Management leadership is not available.
• Receive and manage incoming calls in a fast-paced environment concerning HVAC, roofing, plumbing, electrical, life safety, building repairs, and other facility needs.
• Evaluate available information, determine urgency and operational impact, prioritize requests, select the appropriate response path, and escalate critical matters based on contract requirements and sound judgment.
• Create, update, track, and close service requests in CMMS, web-based systems, Excel trackers, and customer platforms while maintaining complete and accurate records.
• Coordinate subcontractor response, verify required acknowledgments and arrival commitments, monitor progress, resolve routine barriers, and follow through until the issue is stabilized or transferred.
• Lead assigned maintenance or repair projects in the absence of a Facility Manager by coordinating scope, schedules, resources, communications, documentation, and closeout activities within established authority.
• Provide functional direction to call center representatives during assigned shifts, balance workloads, answer escalation questions, reinforce procedures, and review work for quality and completeness.
• Communicate professionally with USPS Facilities teams, site contacts, subcontractors, and internal stakeholders across multiple locations and time zones.
• Manage shift transitions and scheduled overlap periods by reviewing active calls, open service requests, outstanding dispatches, escalations, system issues, and priority risks with the incoming or outgoing coordinator; confirm ownership and required next actions before completing the handoff.
• Develop, maintain, and manage key performance indicators for call handling, triage, dispatch, response, escalation, follow-up, and shift handoff activities; prepare dashboards and reports, analyze performance trends, and recommend corrective actions or process improvements.
• Manage changing priorities and make timely operational decisions while complying with safety requirements, customer expectations, contractual obligations, and company procedures.
• Support emergency response, severe weather, system outages, and other continuity events.

Requirements

QUALIFICATIONS & EXPERIENCE:

Education:

• High school diploma or equivalent is required.
• Associate or bachelor's degree in business, facilities management, project management, or a related discipline is preferred; equivalent relevant experience will be considered.

Experience:

• Minimum three (3) years of progressively responsible experience in facilities support, call center operations, help desk support, service coordination, project coordination, or a related operations environment.
• Demonstrated experience independently prioritizing multiple service requests, resolving operational issues, and coordinating work through completion in a high-volume environment.
• Strong verbal and written communication skills and the ability to interact professionally with customers, subcontractors, and internal stakeholders nationwide.
• Proficiency with Microsoft Office 365, particularly Excel, and experience with web-based work order or service request systems.
• Experience with Maximo or other CMMS facilities work order management program.
• Ability to work an agreed remote overnight, weekend, and holiday schedule and adapt to changing operational needs.
• Ability to pass a pre-employment background check and drug screening.

Equipment, Physical Activity, Physical, Visual Acuity Requirements: See attached ADA Job Requirement Supplemental Checklist. Work Environment Descriptions: See attached ADA Job Requirement Supplemental Checklist.

Salary Description

$60,000 - $80,000