Position Overview
The After-Hours Facility Coordinator (AHFC) is responsible for managing and executing all facility-related service needs that occur outside of RKB’s normal business hours. This role ensures client satisfaction through timely communication, proper dispatching, and adherence to client-specific protocols.
Schedule:
Coverage begins when the corporate office is closed:
- Part Time or Full Time
- PT: Saturday and Sundays
- FT Tuesday- Saturday (hours flexible during the week) and Sunday-Thursday (hours flexible during the week)
Note: As an after-hours role, the AHFC is required to work their assigned shifts even if they fall on holiday. Holiday hours are not optional and must be covered unless time off is approved in advance.
Core Responsibilities
- Actively monitor and respond to all after-hours emails, phone calls, and texts.
- Acknowledge all new calls within 15 minutes.
- Ensure that the Afterhours sheet is up to date.
- Complete Follow ups requested by Operations.
- Manually enter or verify system integration of all new calls.
- Contact locations, confirm the scope of work (SOW), and downgrade priority if appropriate.
- P1: Emergency during business hours
- Dispatch calls to appropriate vendors.
- Use available resources (e.g., Google) to locate service providers if needed.
- Confirm vendor received paperwork, discussed NTE (Not-To-Exceed) limits, and confirmed ETA.
- Add a $50 billing note for all after-hours emergency jobs.
- Update clients throughout the job lifecycle.
- Confirm technician arrival and IVR check-in; perform check-in manually if needed.
- Manage client-specific protocols regarding NTE, DNE, and ATFQ by referencing the RKB GRID.
- Confirm work completion, update the client, and close the work order.
- Note temporary repairs and flag follow-up needs.
- Input closing and billing notes, update job status, and ensure all portals (e.g., ServiceChannel, Corrigo) are current.
- Provide shift start and end reports to upper management.
- Hand off to the next on-call team member with full job updates.
Additional Duties
Credit Card Usage:
- Only use for approved vendors (HVAC, new locksmiths/plumbers) under strict criteria.
- Must obtain photo proof of completed work, confirm with site manager, and review photos prior to releasing credit card info.
- Strict adherence is required – no exceptions.
Vendor Recruitment (During Emergency):
- Send vendor package and request insurance.
- Enter the vendor in the system and attach necessary documents when sending work orders.
Expectations
- Emergencies must not be missed; failure to respond can result in disciplinary action up to and including termination.
- This is a paid, schedule responsibility. When assigned, coverage is expected and considered part of your role.
- You are expected to perform all your responsibilities consistently and professionally during your designated on-call times, including holidays.
