Facilities Call Center Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee after-hours facility support and call center operations for the United States Postal Service.

• Act as the primary operational liaison during overnight, weekend, and holiday shifts.

• Receive, assess, prioritize, and manage facility service requests related to HVAC, roofing, plumbing, electrical, life safety, and building repairs.

• Evaluate urgency and operational impact, select appropriate response paths, and escalate critical issues as needed.

• Create, update, track, and resolve service requests using CMMS, web-based systems, Excel trackers, and customer platforms.

• Coordinate responses from subcontractors, confirm acknowledgments and arrival commitments, monitor progress, address routine barriers, and ensure issues are resolved or transferred appropriately.

• Lead maintenance or repair projects in the absence of a Facility Manager.

• Manage project scope, schedules, resources, communications, documentation, and closeout activities.

• Provide functional guidance to call center representatives, balance workloads, address escalation inquiries, reinforce standard procedures, and review work quality.

• Communicate effectively with USPS Facilities teams, site contacts, subcontractors, and internal stakeholders across various locations and time zones.

• Oversee 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 transitions.

• Prepare dashboards and reports, analyze performance trends, and suggest corrective actions or process enhancements.

• Assist in emergency response, severe weather situations, system outages, and other continuity events.

⛳️ Requirements

• High school diploma or equivalent is required.

• An associate or bachelor's degree in business, facilities management, project management, or a related field is preferred.

• A minimum of three (3) years of progressively responsible experience in facilities support, call center operations, help desk support, service coordination, project coordination, or a similar operational environment.

• Proven experience in independently prioritizing multiple service requests, resolving operational challenges, and coordinating work to completion in a high-volume setting.

• Excellent verbal and written communication skills.

• Ability to engage professionally with customers, subcontractors, and internal stakeholders nationwide.

• Proficiency in Microsoft Office 365, with a strong emphasis on Excel.

• Familiarity with web-based work order or service request systems.

• Experience with Maximo or another CMMS facilities work order management program.

• Willingness to work a predetermined remote overnight, weekend, and holiday schedule, with the ability to adapt to changing operational demands.

• Capability to pass a pre-employment background check and drug screening.

• A suitable remote work environment during assigned shifts.

• Reliable internet and telephone connectivity during assigned shifts.

🏝️ Benefits

• Options for full-time and part-time schedules.

• Remote work arrangement available.

• Opportunities for overnight, weekend, and holiday schedule flexibility based on availability and operational requirements.