Facility Services Coordinator

About the role

The Facility Services Coordinator plays a crucial role in BGIS, a leading provider of real estate management services. They handle daily customer communication, administrative tasks, and work coordination, ensuring smooth delivery of services.

Responsibilities

• Interact daily with clients via phone, email, and meetings to address inquiries, provide updates, and manage expectations.
• Contribute to consistent quality and timely delivery of services meeting or exceeding client expectations.
• Aid in coordinating planning, tracking progress, and ensuring timely completion of deliverables.
• Partner with internal teams leveraging subject matter expertise to ensure customer questions are answered in a timely and quality manner.
• Follow standard operating procedures for customer complaint handling and escalate for advanced troubleshooting as needed.
• Maintain confidential client account information and other sensitive data.
• Contribute to the completion of other key initiatives as assigned.

Quality Assurance and Account Coordination

• Determine if calls/work orders meet the established standards and remain compliant according to company policies.
• Provide information for tracking scorecards.
• Maintain reports as requested measuring key performance indicators for accounts.
• Evaluate quality of services delivered, identify trends or issues that may impact customer satisfaction, highlight potential internal training opportunities.
• Verify appropriate communication tools utilized by team members adhering to company policies and procedures meeting regulatory compliance standards.
• Identify and report process improvement opportunities. Share suggestions with business leaders to correct, simplify, and/or enhance work process procedures.
• Develop and maintain a thorough knowledge of clients, products, services, policies, and procedures.
• Ensure all internal procedures and external regulations are followed for safety, health and environment.
• Plan, schedule and coordinate short-term and long-term work activities including creation of maps and paths of travel for each building by floor.

Knowledge & Skills

• High School Diploma or equivalent.
• Additional education or Associate’s Degree a plus.
• Minimum of 2 years of job-related experience supporting customer quality work.
• Experience in a mission-critical environment, such as data centers, hospitals, or electrical power generation facilities preferred.
• Communications 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.
• Ability to learn new processes, tools, and other relevant information quickly and to apply learning to the job.
• Comfortable working in a fast-paced, large campus environment with ability to apply various client specific business processes to individual service request situations.
• Skilled in gathering information, accurately assessing issues, and assigning levels of priority.
• Effective probing and problem-solving skills.
• Excellent organizational, coordination, and documentation skills with the ability to multi-task and meet deadlines.
• Creative, self-starter with critical thinking skills and ability to work both independently and contribute to the team.
• Professional appearance, communication style and disposition.
• Proficiency in computer applications including Microsoft Office and strong keyboarding skills.

Physical Demands & Work Environment

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

Pay

The salary range for this non-exempt position in the US is $23-$26 an hour. A candidate’s salary offer is determined by various factors including, but not limited to, relevant work experience, knowledge, skills, abilities, education, certifications, licenses, and location.

Benefits

• Comprehensive benefits package including medical, dental, vision, prescription coverage, health savings account, flexible spending account (both healthcare and dependent), 401(k) with a Company match, Paid Time Off, paid company holidays, short term and long-term disability, life insurance, employee assistance program, tuition reimbursement, paid parental leave, gym membership discount and team member referral bonus.