Sr. Account Coordinator - FacilitySource
Job ID
14887
Posted
24-04-2021
Service line
GWS Segment
Role type
Toàn thời gian
Location(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 Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.