Support & Dispatch Coordinator - 20571

Overnight Support & Dispatch Coordinator

Overnight & Weekend Coverage  |  Property Management / Building Services

Location: Fully Remote

Employment Type: Full-Time

Schedule: Overnight and weekend shifts aligned to U.S. Eastern Time (New York City)

Weeknight coverage: from ~5:00–5:30 PM ET (client team log-off) through ~7:00–7:30 AM ET, with a short handoff overlap on each end.

Weekend coverage: continuous 24-hour coverage across Saturday and Sunday through Monday morning.

Team structure: Launching with 2 coordinators, with a likely 3rd added for full weekend coverage.

We are an established U.S.-based building-services company serving property managers, co-op and condo boards, landlords, and residents across New York City. We provide building superintendents, porters, and around-the-clock emergency response — giving property owners a single, reliable partner for keeping their buildings running and their residents cared for.

A core part of our service is a live, 24/7 emergency line. When something goes wrong in a building — a heat outage, a burst pipe, a flood, a fire — residents and managers reach a real person who knows how to respond, not a voicemail. That responsiveness and hands-on problem-solving is what sets us apart in a market where the common complaints are slow callbacks and no follow-through.

Today, our internal team handles after-hours emergencies themselves once the office closes for the evening. This role exists to build a dedicated overnight and weekend function so that our local team can log off knowing residents are in capable hands — and so that every after-hours call is answered by someone calm, competent, and credible.

This is not a scripted, pass-the-message call center seat. When a resident calls at 2:00 AM about water coming through the ceiling, you are the person who steadies them, works the problem, and gets the right help moving. You will own the after-hours experience end to end: answering the call, triaging the emergency, troubleshooting where possible to limit damage, and mobilizing the right vendors and team members.

Just as important, we are investing in you as a long-term knowledge holder. Rather than a rotating pool of faceless agents, we want a small, dedicated team that learns our buildings, our vendors, and our playbook deeply over time — and gets better every season. You will be trained and supported directly by our team as you ramp.

Emergency Call Handling & Triage

• →Answer inbound overnight and weekend calls and emails promptly and professionally.
• →Quickly assess the situation, determine urgency, and prioritize across multiple issues when they hit at once.
• →Distinguish true emergencies (no heat, no hot water, burst pipes, flooding, fire, collapsed ceilings) from issues that can wait for business hours.

Troubleshooting & Damage Mitigation

• →Walk residents through basic diagnostic steps to contain a problem — for example, locating and shutting a water valve or checking a specific fixture — before help arrives.
• →Ask the right questions to understand what is actually happening and reduce avoidable damage.
• →Apply property and maintenance knowledge (or learn it quickly) to make sound in-the-moment judgment calls.

Dispatch & Coordination

• →Mobilize the appropriate vendors, technicians, or on-call team members based on the nature of the emergency.
• →Follow established escalation protocols and know when and to whom to escalate.
• →Coordinate follow-up so issues are resolved, not just logged.

Documentation & Handoff

• →Accurately log each incident, the action taken, and the current status.
• →Deliver clean shift handoffs so the daytime team can pick up seamlessly at open.
• →Contribute to and refine internal playbooks so response quality improves over time.

Resident Experience

• →Communicate with warmth, authority, and reassurance so residents feel genuinely cared for during a stressful moment.
• →Match the caller's energy and de-escalate tension while keeping the situation moving forward.

• Exceptional spoken English with a clear, neutral accent — you can build immediate trust and credibility with U.S.-based residents over the phone.
• Availability for overnight and weekend shifts aligned to U.S. Eastern Time, with dependable attendance.
• Customer support, call center, or dispatch experience in a live, phone-based environment.
• Composure under pressure — you stay calm, think clearly, and take charge when a caller is stressed or a situation is escalating.
• Strong problem-solving instincts — you work the problem rather than deflecting it, and you know when to escalate.
• Reliable home-office setup — stable high-speed internet, a quiet environment, a computer, and a headset.

• Property management, facilities, or building-maintenance background — familiarity with common building issues (plumbing, heating/HVAC, water, basic electrical).
• Hands-on maintenance troubleshooting knowledge — the instinct to diagnose an issue over the phone. (Strongly preferred, but we will train the right person.)
• Emergency line, after-hours, or on-call dispatch experience.
• Familiarity with U.S. — ideally NYC — residential buildings and the expectations of residents and property managers.

You are:

• Calm and steady under pressure — the person others want on the line during a crisis.
• A clear, confident, and warm communicator who builds trust fast.
• Resourceful and proactive — you triage and troubleshoot rather than pass the buck.
• Detail-oriented and reliable, especially through the quiet, high-stakes overnight hours.
• Genuinely invested in getting better — you want to own this and grow into the go-to expert, not clock a shift.