Facilities Call Center Coordinator

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $60k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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Arora Engineers

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1986

🏗️ Construction

💼 Consulting

📦 Logistics

Construction • Consulting • Logistics

Arora Engineers is a multidisciplinary engineering and infrastructure firm that delivers planning, design, construction management, and facilities/asset-management solutions for critical public and commercial infrastructure. The firm specializes in aviation and transportation projects (including airfield electrical and terminal design) and serves sectors such as education, transit, and large public works; it also offers systems integration, geospatial and smart-infrastructure services and a portfolio of Arora ATLAS software tools for asset management, inspections, indoor mapping, and service request workflows.

📋 Description

• Lead assigned after-hours facility support and call center operations for the United States Postal Service • Serve as the primary operational contact during overnight, weekend, and holiday coverage • Receive, triage, prioritize, and manage facility service requests involving HVAC, roofing, plumbing, electrical, life safety, and building repairs • Determine urgency and operational impact, select response paths, and escalate critical matters • Create, update, track, and close service requests in CMMS, web-based systems, Excel trackers, and customer platforms • Coordinate subcontractor responses, verify acknowledgments and arrival commitments, monitor progress, resolve routine barriers, and follow issues through stabilization or transfer • Lead assigned maintenance or repair projects when a Facility Manager is unavailable • Coordinate project scope, schedules, resources, communications, documentation, and closeout activities • Provide functional direction to call center representatives, balance workloads, answer escalation questions, reinforce procedures, and review work quality • Communicate with USPS Facilities teams, site contacts, subcontractors, and internal stakeholders across multiple locations and time zones • Manage shift transitions and handoffs by reviewing active calls, service requests, dispatches, escalations, system issues, and priority risks • Develop and manage KPIs for call handling, triage, dispatch, response, escalation, follow-up, and shift handoffs • Prepare dashboards and reports, analyze performance trends, and recommend corrective actions or process improvements • Support emergency response, severe weather, system outages, and other continuity events

🎯 Requirements

• High school diploma or equivalent required • Associate or bachelor's degree in business, facilities management, project management, or a related discipline preferred • 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 • 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 • Ability to interact professionally with customers, subcontractors, and internal stakeholders nationwide • Proficiency with Microsoft Office 365, particularly Excel • Experience with web-based work order or service request systems • Experience with Maximo or another 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 • Suitable remote work environment during assigned shifts • Reliable internet and telephone connectivity during assigned shifts

🏖️ Benefits

• Full-time and part-time schedules available • Remote work arrangement • Overnight, weekend, and holiday schedule options based on availability and operational needs

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