Facilities Services Coordinator

SUMMARY

The Facilities Services Coordinator provides customer service and front-line support to BGIS clients with respect to the maintenance and operations of their buildings and sites.  Specific responsibilities include, but are not limited to, handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests.

The BGIS Oil and Gas Operations Centre is a critical environment within BGIS, responsible for receiving and dispatching facilities service requests on behalf of its clients – 7/24/365. The work environment is fast-paced, and client-service focused.  In order to ensure ongoing performance success, the Oil and Gas Operations Centre team members are measured against service delivery metrics.

KEY DUTIES & RESPONSIBILITIES

• Learns client account details, the service request/work order management systems, the telephony system and BGIS Operations Centre policies, processes and operating procedures
• Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers
• Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests
• Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties
• Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and the communication of information.
• Provides customer service support
• Participates in program initiatives undertaken by the Operations Centre
• Maintains confidentiality of client account information and other confidential information.  Conducts work in a professional manner.
• May be required to demonstrate Operations Centre capabilities to potential and existing clients and to prospective hires by having such people Y-cord into live calls.
• May be required to provide training to new Team Members.
• Other duties as assigned.

Work Hour Availability Requirements

The BGIS Operations Centre supports clients 24 hours a day, 7 days a week, 365 days a year.

This position requires:

• Flexibility to work rotating shifts between 8:00 a.m. and 8:00 p.m. EST
• Availability for weekends and statutory holidays on a rotational basis
• Occasional overtime, depending on operational needs 

MINIMUM EDUCATION: High school completion plus a specialized technical or business course

JOB-RELATED EXPERIENCE: One year or less

Knowledge & Skills

• Demonstrates language proficiency (both verbal and written) in English, including proper grammar, spelling and punctuation. Clear and effective communication skills
•  Strong customer-service orientation and demonstrated customer service skills.
• Demonstrated ability to learn new processes, tools and other relevant information quickly, with proven ability to apply learning to the job.
• Ability to work in a fast-paced, multi-client environment with ability to apply various client-specific business processes to individual service request situations.
• Demonstrated ability to gather information, accurately assess issues and assign level of priority; effective probing and problem-solving skills.
• Demonstrated organizational skills.
• Ability to sustain concentration over a prolonged period and pay attention to details.
• Demonstrated computer proficiency including solid keyboarding skills.
• Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.

Asset

• Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset.

Licenses and/or Professional Accreditation

• None required