Facilities Coordinator, Client Customer Service

Job Title Facilities Coordinator, Client Customer Service

Job Description Summary As the first point of contact for employees with questions, your primary duties will be to resolve and answer customer inquiries, gather and process data, research and solve problems, maintain data integrity, and provide document support and imaging. All work is performed primarily in an office environment under the immediate supervision of a team lead or first-line supervisor.

The Facilities Coordinator also provides assistance to the facility management team to ensure successful service delivery of the client facility needs. Directly supports the facility management team with on-going facility and team related responsibilities.

Job Description

Job Description

Essential Responsibilities:

Serves as a liaison for facilities-related issues and is often the primary point of contact for departmental personnel and other customers within the assigned facility or facilities, and is responsible for investigating or coordinating responses for facilities problems, complaints, emergencies, special events or other facility issues or operations; facilities-related expertise is typically required for these positions

Provide general overall facility management services, including continuous monitoring of office/facility

Address client inquiries and concerns ensuring timely and quality issue resolution and service delivery

Follow up with clients to ensure customer satisfaction

Respond to all facility inquiries and complaints, assess problems and coordinate the necessary corrective action

Remain knowledgeable regarding all operational aspects of building systems

Coordinate with internal team and outside contractors for the service and repairs of equipment

Maintain on-going communication with contractors, client, and team Assist with site inspection within the regional building portfolio

Create work orders and assign work orders to the engineering staff, subcontractors, and vendors

Report on open and closed work orders and check the status of open work orders with the assigned party

Request, review, and submit work orders, bids, and proposals from vendors

Train vendors on work order and billing procedures

Manage complex work orders such as environmental issues and disaster recovery

Manage service and performance of vendors for timely completion of jobs Create and record appropriate written communication between all parties

Schedule and document maintenance and repairs on building equipment

Communicate frequently with client and vendors to resolve issues and provide status updates

Provide process and procedures training and direction to new associates

Coordinate special events in support of client

Assist with measuring and reporting key performance indicators against service level agreements

Provide facilities helpdesk services on behalf of the client(s) and monitor internal/external workflow for all facilities cases to ensure consistent quality of service and work product

Supports the Regional portfolio FM Team as necessary

Key

Competencies:

Communication Proficiency (oral and written)
Customer Focus Initiative Sense  of Urgency Multi-Tasking Detail Oriented Financial Knowledge Time Management Skills Team Orientation

Education:

High school diploma or a General Equivalency Diploma (GED) required

Associates or Bachelor’s degree in facilities management, building, business or other related field preferred

Important

Experience:

A minimum of 1 year of work experience in an administrative, accounting or tenant services capacity

Experience with data entry, expansive reporting, answering phones, scheduling and communications

Previous customer service experience

Prior experience working in the facilities/property management, commercial real estate or professional services industries preferred

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of…