Emergency Maintenance Dispatcher

About the Opportunity

Astra Air & Repair and Shannon Property Management are seeking a dependable, highly organized, and solution-oriented Emergency Maintenance Dispatcher to support our growing maintenance operations.

This position serves as the primary point of contact for after-hours emergency maintenance calls, ensuring urgent requests are properly assessed, prioritized, documented, and communicated to the appropriate personnel.

The ideal candidate thrives in a fast-paced environment, demonstrates sound judgment, and remains calm under pressure. This role requires someone who can work independently, navigate multiple software platforms, and deliver exceptional customer service while supporting two growing organizations.

Key Responsibilities

• Emergency Call Management: Receive, assess, and prioritize after-hours maintenance calls, identify emergencies, and take appropriate action.
• Dispatching & Coordination: Coordinate emergency maintenance and HVAC service requests with on-call technicians, vendors, and appropriate personnel.
• Communication & Escalation: Serve as a central point of contact for residents, customers, technicians, and leadership, ensuring timely communication and escalation of urgent concerns.
• Systems & Documentation: Accurately create, update, and monitor maintenance requests, work orders, call notes, and service records across company platforms.
• Service Monitoring & Follow-Up: Track outstanding emergency requests, provide status updates, and ensure proper handoff to daytime teams.
• Operational Support: Collaborate across departments, identify opportunities for process improvements, and assist with additional maintenance coordination responsibilities as needed.

Qualifications & Experience

• 1–2+ years of experience in dispatching, call center operations, customer service, maintenance coordination, or a related field preferred.
• Experience in property management, HVAC, maintenance, or home services strongly preferred.
• Excellent verbal and written English communication skills.
• Strong problem-solving abilities, critical thinking, and sound judgment.
• Ability to work independently, prioritize competing requests, and remain composed in emergency situations.
• Highly organized, detail-oriented, and committed to accurate documentation and follow-through.
• Comfortable navigating multiple software platforms and adapting to new technology.
• Experience with Property Meld, HouseCall Pro, AppFolio, or similar dispatching and maintenance systems preferred.
• Proficiency in Google Workspace and digital communication tools.
• Dependable and comfortable working overnight hours.
• Bilingual English/Spanish is a plus.

Work Schedule & Expectations

This is a full-time, remote position based in the Philippines, supporting U.S.-based maintenance operations.

• Anticipated schedule: 8:00 PM – 4:00 AM Central Time (U.S.)
• Shift hours and assigned days may vary based on operational needs.
• Weekend and holiday availability may be required.
• Reliable communication, consistent availability, and timely responses are essential.

Our Core Values – ECSOC

At Astra Air & Repair and Shannon Property Management, our core values guide how we work, communicate, and serve our customers.

• Empathetic & Fair: Treat others with respect, understanding, and fairness.
• Collaborate Without Ego: Work together to achieve the best outcomes.
• Solution-Oriented: Approach challenges with a proactive, problem-solving mindset.
• Ownership Mindset: Take accountability and follow through on commitments.
• Communication is KEY: Communicate clearly, professionally, and consistently.

Join Our Team!

If you're a dependable, resourceful professional who enjoys problem-solving, supporting customers, and making a meaningful impact behind the scenes, we'd love to hear from you.

Apply today and join a growing team committed to providing reliable service, operational excellence, and peace of mind to the customers and communities we serve.