Account Coordinator - FacilitySource
Job ID
Service line
GWS Segment
Role type
Columbus - Ohio - United States of America
WORK SCHEDULE:   Wed - Sun:  5:00PM - 1:30AM EST  or  2:00PM - 10:30PM AZT POSITION SUMMARY: The Account Coordinator works with our customers, service providers, and employees to deliver some combination of FacilitySource’s services with the highest level of customer service, both by taking care of facilities issues quickly and completely and by helping clients achieve their maintenance objectives: process, control, cost, information, communications, and quality.   DUTIES & RESPONSIBILITIES: Executes the operational processes for work order management and service partner follow up Coordinates maintenance repair work orders: timely and complete dispatch, scheduling, follow-up, quote preparation, problem resolution, and post-service activities. Reviews and prioritizes open work orders for follow-up and attention based on age, status, or other factors; performs appropriate follow-up until work order is closed Works with Managers or Trade Specialists on resolution of problems Communicate with clients and service providers daily to maintain a first-class relationship using phone, email, reports, internal, client, and 3rd-party systems Works with internal groups (Support Center, Supply Chain Management, Energy Management, Billing, and others) to communicate customer requirements and to resolve any challenges, issues, or new opportunities Works with client and service provider personnel to maintain and troubleshoot system access and usability Provides required reporting, data, and dispatch updates for assigned client(s) Conducts periodic weekly calls to discuss any updates, checkups, and basic information sharing Performs other duties, activities, or projects as assigned Manages client specific programs such as landlord, warranty, dark locations, etc. Supports Digital & Technology development by providing user acceptance testing for system releases Monitors/updates mismatch reports to validate API accuracy Administers Tech onsite “do not exceed” requests (secondary) Service Provider Invoice collection and auditing May require participating in afterhours call rotation for dispatching and following up on afterhours emergencies
EDUCATION & EXPERIENCE: High School diploma or GED (General Education Degree) required. Associate’s or Bachelor's degree preferred. Engineering and/or Maintenance related experience/training preferred   SKILLS & QUALIFICATIONS: Knowledge, Skills & Abilities: Knowledge of customer service principles and practices Proficiency with MS Office (Outlook, Excel, Word) and other systems Demonstrated professional verbal and written communication skills Previous facilities management experience preferred Project management or trade experience / expertise helpful Familiar and comfortable with making outbound calls Able to excel in a Performance Based Culture. Required to meet weekly targets for Utilization, Number of Work Orders worked, Talk time and Actions per ticket