Shared Services Break-Fix Project Coordinator

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

📋 Description

• Oversee and evaluate incoming break-fix requests while identifying necessary store, issue, and supporting information.

• Acknowledge new requests in accordance with established Break-Fix procedures and communication standards.

• Collaborate with Scheduling and Field Leadership to prioritize and select backup representative options.

• Reach out to designated field representatives, verify their availability within specified service windows, and ensure timely follow-up.

• Generate Break-Fix visits utilizing the proper project/request process.

• Confirm the specifics of scheduled visits and maintain precise case status.

• Monitor and acknowledge revisit requests.

• Review original visit details, surveys, store, representative, and revisit information.

• Coordinate the assignment of representatives for revisits.

• Duplicate and update original visits with assignment notes.

• Analyze Salesforce survey data and communicate with field representatives post-visits.

• Keep accurate records of Break-Fix and revisit information in tracking tools and systems.

• Document actions taken, outcomes, unresolved issues, SME guidance, next steps, and escalation requirements.

• Prepare case summaries, status updates, and documentation for the Break-Fix Manager.

• Identify aging, at-risk, incomplete, or conflicting information and escalate concerns as needed.

• Assess whether completed visits effectively resolved reported issues.

• Engage Subject Matter Experts when standard troubleshooting does not resolve an issue.

• Coordinate additional visits or reassignments when necessary.

• Escalate complex, repeated, high-risk, client-sensitive, or out-of-standard scenarios.

• Communicate effectively with field representatives and internal partners.

• Collaborate with Scheduling, Field Leadership, Audit, SMEs, Account Management, and the Break-Fix Manager.

• Participate in cross-training and uphold knowledge of programs, workflows, systems, and escalation paths.

• Support team coverage and manage shared workload priorities.

• Identify recurring questions, execution challenges, or process gaps for review and enhancement.

⛳️ Requirements

• 1–3 years of experience in project coordination, operational support, field support, customer/client support, break-fix coordination, or a related field preferred.

• Strong organizational skills coupled with a keen attention to detail.

• Capability to handle multiple active requests, deadlines, and competing priorities simultaneously.

• Excellent written and verbal communication skills.

• Ability to adhere to established workflows while recognizing when an issue necessitates escalation.

• Strong follow-through with a proven sense of urgency in time-sensitive situations.

• Problem-solving skills and comfort in gathering information from various sources before determining subsequent actions.

• Experience in retail execution, merchandising, field operations, client services, or operational support environments preferred.

• Proficient in Microsoft Office Suite, including Excel.

• Familiarity with Airtable, Salesforce, Smartsheet, Jira, or similar workflow/project management systems preferred.

• Ability to operate independently while remaining highly collaborative with cross-functional teams.

• Preference for candidates available to work CST hours.

🏝️ Benefits

• Paid weekly.

• Work remotely from home.

• Health, Dental, and Vision benefits.

• 401K Program with matching contributions.

• Paid Time Off.

• Paid Holidays.

• Partial mobile reimbursement.

• Scholarship opportunities for employees and their immediate family members.

• Employee Assistance Program.

• Leadership Development Program.

• Special pricing for employees across multiple clients.

• Long-term career progression options.

• Opportunities for personal development.

• Professional stretch assignments.