Sr. Account Coordinator - FacilitySource
职位 ID
14887
已发布
24-04-2021
服务线
GWS Segment
职位类型
全职
地点
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 跨国企业服务部 (GWS) 与客户合作,使房地产成为企业生产力和绩效的重要贡献者。我们的客户管理模式的核心是以客户为中心的工作方法,旨在提供综合房地产解决方案。我们利用业内最强大的平台,为每位客户配备专属管理人,并提供地区和全球资源的支持。CBRE GWS 跨越行业和地域,在业务生命周期的每个阶段为客户提供一致、可衡量的卓越成果。