Account Coordinator - FacilitySource
Job ID
12295
Posted
24-04-2021
Service line
GWS Segment
Role type
フルタイム
Location(s)
Columbus - Ohio - United States of America

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.  

Mon-Fri 9:00AM-6:00PM EST or 10:00AM-7:00PM EST

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 

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  

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 

 

EDUCATION & EXPERIENCE:  

High School diploma or GED (General Education Degree) required. Associate’s or Bachelor's degree preferred.  

Previous facilities management experience preferred  

Project management or trade experience / expertise helpful  

Engineering and/or Maintenance related experience/training preferred