Job Description

The Facilities Services Coordinator II is responsible for overseeing and coordinating the effective delivery of a variety of services including the management of the life cycle of work orders. This is done by ensuring that vendors adhere to SLAs and complete work on time to maintain a high level of customer service. In addition, the coordinator ensures adherence to policies and procedures, ensuring data integrity, quality planning, and KPI work order metrics are achieved. The Coordinator is responsible to ensure quality control targets and service level agreements are met within their respectively designated timeframes.

KEY DUTIES & RESPONSIBILITIES

Service Requests

• Responsible for receiving service requests and accurately capturing and prioritizing all client requirements; all service requests are tracked throughout their entire life cycle to measure service delivery via client-base web application.
• Vendor relationship management.
• Facilitate alignment of client required services with contracts, schedules, and POs.
• Review of work orders to determine if invoiceable or non-invoiceable.
• Schedule access for internal and external service providers with the facility when required.
• Prepare weekly/monthly summaries of work order performance for internal and external service providers.
• Follow up with internal and external service providers to ensure all SLA’s are achieved.
• Ensure client required supporting documentation for quote and invoice submissions are provided.
• Review and submit all estimates to the required approver(s) following client quote process.
• Submit Comply Works requests.
• Other duties as assigned.

Data Integrity

• Adheres to processes and company standards.
• Maintain a database of requests to meet reporting and analysis requirements.
• Report Intelex incidents.

Memorable Customer Experiences

• Establish and maintains working relationships with Clients and service providers.
• Review CSAT.

Client Relationship Management

• Develops and maintains effective relationships with clients.
• Accountable for resolving issues, managing client expectations, and ensuring client satisfaction.
• Escalates issues as needed.

Project Administration

• May perform project administration duties.
• Develops cost estimates for assigned projects, determines and prepares resource requirements.
• Develops and maintains effective relationships with vendors. Monitors work progress to ensure completion.

KNOWLEDGE & SKILLS

• Demonstrated language proficiency (both verbal and written) in English, 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 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.
• Strong demonstrated computer proficiency including solid keyboarding skills.
• Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

BGIS est un employeur qui respecte l'égalité des chances et nous vous invitons à postuler pour un poste chez nous ! Si vous avez besoin d'un accommodement pendant le processus de recrutement, veuillez nous contacter à askHR. En cas de demande d'accommodement, nous discuterons avec le candidat en question et fournirons, ou ferons en sorte de fournir, un accommodement approprié d'une manière qui tiendra compte des besoins d'accessibilité du candidat en fonction de son handicap.