Facility 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.  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 Operations Centre is a critical environment within BGIS, responsible for receiving and dispatching facilities service requests for its clients – 7/24/365. Currently, the Operations Centre provides facilities management  support to over 20 clients across different industries and handles over 720,000 service requests a year.  The work environment is fast-paced and client-service focused.  In order to ensure ongoing performance success, Operations Centre team members are measured against service delivery metrics.

KEY DUTIES & RESPONSIBILITIES

• Meet and greet clients and visitors.
• Act as the first point of contact for all incoming phone queries, managing requests and room bookings as part of the virtual service center model including lodging work requests using the internal system.
• Assist the internal site management team acting as the conduit for client requests as well as other requests as required.
• Assist with visitor/contractor escorts and instructing and supervising as required.
• Manage the collection and distribution of internal and external mail & courier deliveries.
• Manage the delivery of consumables throughout the refresh areas.
• Support in the provision of building access cards to staff and contractors.
• Supporting in meeting room requirements (ex. room reconfigurations & catering provisions).
• Administration duties as required.
• Invoicing receipting and reconciliation.
• Data entry & records management.
• Work Order management.
• Maintain distribution lists.

KNOWLEDGE AND SKILLS

• HSE policies and procedures are met and maintained by all stakeholders.
• Strong demonstrated experience working in a Customer Service Center environment.
• Demonstrated understanding of customer service principles
• Demonstrated experience working with internal and external stakeholders at varying levels of an organization.
• Strong demonstrated professional telephone manner -listening, questioning, empathy, clear client outcome and professionalism.
• Demonstrated attention for detail and grammar.
• Proficient in relevant computer software Word, Excel, Outlook (or related program) and Internet access; Good key board skills, speed and accuracy
• Able to respond quickly to change and adopt a flexible/ innovative approach to problems and opportunities.