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, 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 this job, the employee is regularly required to communicate with others and exchange accurate information; operate a computer and other office productivity machinery; walk/move about the workplace at least 70% of the time; remain in a stationary position for up to 30% of the time; and extend hands and arms in any direction.

Other Duties:

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Note: This job description includes the core responsibilities for C&W. These duties may have slight modifications based on the regional location.