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Sr. Account Coordinator - FacilitySource
Identifiant de l’emploi
14887
Publié
24-04-2021
Gamme de services
GWS Segment
Type de rôle
Temps plein
Site(s)
Columbus - Ohio - United States of America

POSITION SUMMARY:


The Senior 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 quickly and completely and by helping clients achieve their maintenance objectives: process, control, cost, information, communications, and quality. The Senior Account Coordinator will serve as a subject matter expert and coach to Account Coordinators on his or her team.

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 System department, 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
Serves as an escalation point for service issues and Client/Service Provider concerns
Helps coordinate and organize workflow for the team
Provides coaching, training and daily guidance of Account Coordinators
Assists the Account Manager in maintaining overall account service levels.
Manages complex client projects from beginning to successful completion
Completes quality audits
May require participating in afterhours call rotation for dispatching and following up on afterhours emergencies
       

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

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

Demonstrated ability to train and coach others effectively

EDUCATION & EXPERIENCE:


1 year of previous facilities management 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


CBRE GWS
CBRE Solutions espaces globales (SEG) travaille avec les clients pour que l’immobilier contribue de manière importante à la productivité et au rendement de l’entreprise. Notre modèle de gestion de compte est au cœur de notre approche centrée sur le client pour offrir des solutions immobilières intégrées. Chaque client se voit confier à un responsable dédié et est soutenu par des ressources régionales et mondiales, tout en tirant parti de la plateforme la plus robuste de l’industrie. CBRE SEG fournit à ses clients des résultats supérieurs constants et mesurables à chaque étape du cycle de vie, dans tous les secteurs et toutes les régions du monde.