SUMMARY

The Facilities Services Coordinator provides customer service and front line support to BGIS clients with respect to the maintenance and operations of their buildings.  Specific responsibilities include, but are not limited to, handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests. 

The Operations Centre is a critical environment within BGIS, responsible for receiving and dispatching facilities service requests for its clients – 7/24/365. Currently, the Operations Centre provides facilities management support to over 20 clients across different industries and handles over 720,000 service requests a year.  The work environment is fast-paced and client-service focused.  In order to ensure ongoing performance success, Operations Centre team members are measured against service delivery metrics.

 

KEY DUTIES & RESPONSIBILITIES

Learns client account details, the service request/work order management systems, the telephony system, BGIS Operations  Centre policies, processes and operating procedures  Fills basic client requests including creating and dispatching work orders to appropriate internal 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 technicians and Facility Managers, external service providers, landlords and other relevant parties Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and the communication of information. Provides customer service support  Participates in program initiatives undertaken by the Operations Centre  Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner. May be required to demonstrate Operations Centre capabilities to potential and existing clients and to prospective hires by having such people Y-cord into live calls. May be required to provide training to new Team Members.  Other duties as assigned.

Work Hour Availability Requirements

7/24/365 environment requiring open availability; rotating shifts between 6:00am and 11:00pm.  Weekends and holiday work availability on a rotational basis. May be required to work overtime

 

KNOWLEDGE & SKILLS

Demonstrates language proficiency (both verbal and written), including proper grammar, spelling and punctuation. Clear and effective communication skills  Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset. 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