Shared Services Break-Fix Coordinator

Job Type:Regular

Work Location:

Atlanta, GA 30320

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-UpMonitor 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 based on survey information, field feedback, and established procedures

Engage designated SMEs when standard troubleshooting does not resolve an issue and provide complete context regarding the issue, actions attempted, and supporting visit details

Document SME guidance and coordinate required next steps, including additional visits or reassignment when appropriate

Escalate complex, repeated, high-risk, client-sensitive, or out-of-standard situations to the Break-Fix Manager rather than independently making commitments outside established processes

Cross-Functional Communication & Team Support Maintain professional, timely, and responsive communication with field representatives and internal partners

Partner with Scheduling, Field Leadership, Audit team, SMEs, Account Management, and the…