Shared Services Break-Fix Coordinator

** Overview:
**** 2020 Companies is now hiring a full-time Break-Fix Coordinator!
** The Break-Fix Coordinator is responsible for the day-to-day coordination, tracking, and follow-through of break-fix and revisit requests across assigned retail programs. This role manages the operational workflow from request intake through field assignment, visit creation, execution follow-up, documentation, and closeout preparation, ensuring requests move forward accurately and within defined service expectations.

The Break-Fix Coordinator partners closely with the Break-Fix Manager, Scheduling, Field Leadership, FROST/Audit, SMEs, Account Management, and field representatives. Coordinators maintain accurate case information and provide the Break-Fix Manager with the details, status, documentation, and risks needed for client communication and program reporting.

The ideal candidate is highly organized, responsive, detail-oriented, comfortable managing multiple active requests, and able to proactively follow work through completion while escalating exceptions appropriately.  
*
* Schedule:

** Ability to work CST hours preferred
** Our Benefits:
*** Paid weekly
* Work remotely, from home
* Health/Dental/Vision benefits
* 401K Program with matching
* Paid Time Off
* Paid Holidays
* Partial mobile reimbursement
* Scholarship opportunities for employees and direct family members
* Employee Assistance Program
* Leadership Development Program
* Employees special pricing for multiple clients
*
* Job Description:

**** Key Responsibilities
**** Break-Fix Intake & Case Coordination
*** Monitor and review incoming break-fix requests and identify required store, issue, and supporting information
* Acknowledge incoming requests according to established Break-Fix procedures and communication standards
* Coordinate with Scheduling and Field Leadership to identify priority and backup representative options
* Contact assigned field representatives, confirm availability within required service windows, and maintain timely follow-up
* Create Break-Fix visits using the appropriate project/request process once field availability is confirmed
* Confirm scheduled visit details with applicable stakeholders and maintain accurate case status
** Revisit Coordination & Field Follow-Up
*** Monitor designated channels for revisit requests and promptly acknowledge requests requiring action
* Review original visit information, survey details, store information, assigned representative, and reason for revisit
* Coordinate with Scheduling and Field Leadership to determine whether the original representative or a new representative should complete the revisit
* Clone and update original visits, including assigned representative and critical assignment notes, according to established procedures
* Follow up after scheduled visits by reviewing Salesforce survey information and contacting the field representative to confirm outcome, troubleshooting performed, and any unresolved barriers
** Documentation, Tracking & Reporting Support
*** Maintain accurate, current Break-Fix and revisit information within designated tracking tools and systems
* Document actions taken, visit outcomes, unresolved issues, SME guidance, next steps, and escalation needs
* Ensure survey information and supporting details are sufficient to understand the outcome before moving a request toward closure
* Prepare accurate case summaries, status information, and supporting documentation for the Break-Fix Manager to use in client communication and reporting
* Identify aging, at-risk, incomplete, or conflicting information and escalate it to the Break-Fix Manager before service expectations are missed
** Issue Resolution & Escalation Support
*** Determine whether a completed visit resolved the reported issue…