Work Ticket Coordinator in Fort Lauderdale, Florida at Encompass Onsite

Position Summary

Encompass Onsite is hiring a Part-Time Work Ticket Coordinator to support our platform operations team out of our Fort Lauderdale headquarters. This role is the day-to-day owner of work tickets moving through our system partnering with site managers, customers, technicians, and trade partners to make sure every ticket is scheduled, dispatched, performed, and verified on time.

Key Responsibilities

Ticket Lifecycle Management

• Monitor inbound service work tickets from customer portals, email, and the Encompass system; review for completeness, NTE (Not-to-Exceed) limits, scope, and trade requirements before action.
• Confirm dispatch acceptance, update ticket status (e.g., OPEN → IN PROGRESS → DISPATCH CONFIRMED → COMPLETED), and keep the system of record clean and current.
• Track due dates, schedule dates, and service delivery windows; proactively flag at-risk tickets before they age out.

Scheduling & Site Coordination

• Contact site managers and customer contacts to confirm service dates, after-hours access, and on-site requirements.

• Re-schedule and follow up persistently when staffing or access issues delay service, documenting every touchpoint in the ticket.

Partner & Customer Communication

• Dispatch service requests to trade partners (e.g., HVAC, janitorial, floor care, general repairs) via the Encompass dispatch flow and partner email channels; confirm acceptance and ETA.
• Serve as the primary point of contact for routine ticket questions from customers and partners; escalate exceptions to the appropriate manager.
• Capture clear, professional internal, partner, and customer comments on each ticket so the next person picking up the ticket has full context.

Documentation & Quality

• Verify required workflow artifacts are in place geofence check-in, safety check, before/after media, completed task lists, and final comments prior to closing tickets.
• Review completion of media and standards documentation; reject and re-dispatch tickets that fail quality or certification requirements.
• Maintain accurate records for billing verification

Team Support

• Partner with the broader coordination team on shared queues
• Surface recurring issues (chronic site access problems, partner performance concerns, customer escalations) to leadership with supporting ticket data.
• Contribute to process improvements that reduce ticket aging, improve first-time completion, and increase customer satisfaction.

Required Qualifications

• Authorized to work in the United States; this is a U.S.-based, on-site role at our Fort Lauderdale, FL HQ.
• High school diploma or equivalent required; associate or bachelor's degree preferred.
• 1+yearof coordination, dispatch, scheduling, customer service, or administrative experience — facilities, field services, property management, construction, or trades industries strongly preferred.
• Strong written and verbal communication skills; comfortable making and receiving calls and emails daily.
• Highly organized with proven ability to manage many open items at once and follow up without prompting.

• Comfortable working in ticketing, CRM, or work-order systems; quick to learn new software.
• Proficient with Microsoft Office (Outlook, Excel, Word) and basic spreadsheet skills.
• Reliable, punctual, and able to maintain a consistent part-time schedule on-site at HQ.
• Bilingual English/Spanish for partner and technician communication.

Preferred Qualifications

• Prior experience as a work order coordinator, dispatcher, service coordinator, or facilities coordinator.
• Familiarity with national-account facilities programs (retail, automotive, QSR, or similar) and customer portals such as Service Channel, Corrigo, or comparable.
• Working knowledge of common service trades (janitorial, floor care, HVAC, plumbing, general repairs).

Key Skills & Attributes

• Calm under pressure and detail-oriented, equally comfortable de-escalating an unhappy site manager and double-checking an NTE limit.
• Persistent and resourceful
• Clear, professional written communication; good judgment about when something is internal vs. partner-facing vs. customer-facing.
• Team-first attitude with a service-minded approach to internal partners as well as external ones.

Work Environment & Physical Requirements

• On-site at the Encompass Onsite Fort Lauderdale, FL headquarters.
• Standard office environment; primarily seated computer work with phone and E-Mail use.
• Must be able to operate standard office equipment and remain at a workstation for extended periods.

What We Offer

• Competitive part-time hourly compensation
• Stable, year-round part-time schedule at our Fort Lauderdale HQ.