Facility Services Coordinator

Summary

The Facilities Coordinatorprovides customer service and front-line support to BGIS clients with respect to the maintenance and reliable operations of their locations. Specific responsibilities include but are not limited to handling service requests via different platforms and initiating work orders to support timely fulfillment and resolution of client requests.

The Operations Centre is a critical environment withinBGIS responsible for receiving and dispatching facilities service requests for its clients. The work environment is fast-paced and client-service focused.

Key Duties & Responsibilities

• Learns client account details the service request/work order management systems the telephone system processes and operating procedures
• Fills basic client requests including creating and dispatching work orders to appropriate internal technicians and external service providers and relaying appropriate information to front line facilities managers
• Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests
• Learns techniques for troubleshooting service issues communicating with internal stakeholders external service providers landlords and other relevant parties
• Receives guidance and support in completing service requests including activities such as proper work order processing scheduling and the communication of information.
• Provides customer service support
• Maintains confidentiality of client account information and other confidential work in a professional manner.
• May be required to provide training to new Team Members.
• Other duties as assigned.

Knowledge & Skills:

• Demonstrates language proficiency (both verbal and written) including proper grammar spelling and punctuation. Clear and effective communication skills
• Strong customer-service orientation and demonstrated customer service skills.
• Demonstrated ability to learn new processes tools and other relevant information quickly with proven ability to apply learning to the job.
• Ability to work in a fast-paced multi-client environment with ability to apply various client-specific business processes to individual service request situations.
• Demonstrated ability to gather information accurately assess issues and assign level of priority; effective probing and problem solving skills.
• Demonstrated organizational skills.
• Ability to sustain concentration over a prolonged period of time and pay attention to details.
• Demonstrated computer proficiency including solid keyboarding skills.
• Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.
• Bilingualism considered an asset

Licenses and/or Professional Accreditation

• None required