After-Hours Operations Coordinator

Job Description:

Essential Duties and Responsibilities 

Employee Support & Call Management:

• Answer incoming after-hours calls from employees, supervisors, and managers.
• Professionally assess each situation and determine the appropriate course of action.
• Calmly manage high-stress situations while providing excellent customer service.
• Gather accurate information and document all calls thoroughly.
• Maintain detailed call logs for management review.

Triage & Escalation:

Evaluate incoming situations and determine whether they require:

• Immediate emergency response
• Escalation to HR
• Escalation to Travel
• Escalation to Safety
• Escalation to Operations
• Documentation for follow-up during normal business hours

Examples of issues requiring immediate escalation include:

• Serious workplace injuries
• Medical emergencies
• Employee hospitalization
• Missing employees
• Threats of violence
• Employee safety concerns
• Serious vehicle accidents
• Employees stranded during company travel
• Lodging emergencies
• Large-scale travel disruptions
• Emergency employee relations matters

Examples of issues documented for business-hour follow-up include:

• Password resets
• Payroll questions
• PTO requests
• Address changes
• Banking changes
• Benefits questions
• Routine employee concerns
• Timekeeping corrections
• General HR questions
• Application status

Travel & Logistics Support:

Assist employees with routine travel issues including:

• Coordinating emergency lodging
• Working with rental car vendors
• Assisting with transportation issues
• Helping employees reach safe accommodations
• Communicating with the Travel Department as needed

Accounting & Administrative Support:

• Provide accounting data entry support as business needs require.
• Enter supplier invoices, expense reports, and other accounting transactions into Workday and other company financial systems.
• Assist with maintaining accurate financial records by verifying documentation for completeness and accuracy prior to data entry.
• Support Accounts Payable and Accounts Receivable by processing routine transactions and maintaining organized electronic records.
• Assist with expense coding, account reconciliations, and documentation required for month-end close activities.
• Monitor accounting inboxes or shared queues and route inquiries to the appropriate Finance team members.
• Maintain confidentiality of all financial and employee information while adhering to company policies and internal controls.
• Provide administrative support to the Finance department on special projects and reporting initiatives as assigned.

Documentation:

• Maintain accurate documentation of every call.
• Record actions taken.
• Document escalation decisions.
• Forward reports to appropriate departments each business day.
• Maintain confidentiality of sensitive employee information.

Communication:

Serve as the communication hub between:

• Employees
• Division Managers
• HR
• Travel Department
• Safety

Schedule

This is an on-call position covering designated after-hours periods, which may include:

• Weekday evenings
• Overnight hours
• Weekends
• Company holidays

Qualifications & Skills

Required:

• High school diploma or GED
• 2+ years of customer service, dispatching, operations, HR, travel coordination, or call center experience
• Excellent verbal and written communication skills
• Strong critical thinking and decision-making abilities
• Ability to remain calm during emergencies
• Strong organizational skills
• Ability to maintain confidentiality
• Basic computer proficiency (Microsoft Office, Outlook, Teams)

Preferred:

• Experience supporting a traveling workforce
• HR or Operations experience
• Dispatch or emergency call experience
• Travel coordination experience
• Experience with accounting or ERP systems (Workday preferred).
• Experience with accounts payable, accounts receivable, or general accounting data entry.

Knowledge, Skills & Abilities

• Exceptional judgment
• Strong problem-solving skills
• Excellent active listening
• Professional phone etiquette
• Ability to prioritize multiple situations simultaneously
• Strong documentation skills
• High attention to detail
• Ability to make independent decisions within established guidelines
• Ability to work independently with minimal supervision

Physical Requirements

• Prolonged periods of sitting and computer use
• Frequent telephone communication
• Ability to remain available during assigned on-call periods

Core Competencies

• Professionalism
• Accountability
• Financial Accuracy & Data Integrity
• Customer Service
• Communication
• Teamwork
• Sound Judgment
• Adaptability
• Dependability
• Confidentiality
• Problem Solving

Decision-Making Authority

Authorized to:

• Arrange Uber/Lyft or taxi transportation within approved guidelines.
• Coordinate hotel reservations when approved.
• Contact airline or rental car providers.
• Contact on-call managers according to the escalation matrix.
• Direct employees to emergency services (911) when appropriate.
• Document incidents and open internal tickets.

Not Authorized to:

• Approve payroll adjustments.
• Make disciplinary decisions.
• Promise policy exceptions.
• Approve leave requests.
• Change employee pay or benefits.
• Override company policies without management approval.

True Up is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.