Facilities Coordinator, Client Customer Service

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.
• Investigate or coordinate responses for facilities problems, complaints, emergencies, special events or other facility issues or operations.
• 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.
• Cookordination with internal team and outside contractors for the service and repairs of equipment.
• Maintain on-going communication with contractors, client, and team.
• Aid 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.
• 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 and Experience

• A high school diploma or a General Equivalency Diploma (GED) is required.
• An Associates or Bachelor’s degree in facilities management, building, business or other related field is preferred.
• 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.