Service Coordinator

4 weeks ago

Montreal, Canada AY Talent Full time

Our client, a general contractor focused on retail and commercial renovations is looking for a Service Coordinator/Facilities Coordinator to join their growing team. The ideal candidate comes from customer service within the construction/ home improvement/ plumbing/electrical/retail world and has excellent customer service skills.

Job Summary

As a Service Coordinator, you will manage maintenance and repair service requests from retail and commercial clients across Canada in both French and English. This role involves coordinating day-to-day activities to ensure efficient and cost-effective service delivery while minimizing operational disruptions for clients. The focus is on maintaining high standards of service quality and customer satisfaction.

Key Responsibilities

Service Request Management

  • Handle repair and maintenance requests, including emergency situations.
  • Process and document incoming service requests clearly and promptly.

Coordination and Troubleshooting

  • Analyze and troubleshoot requests to ensure the most suitable subcontractor is dispatched.
  • Monitor and address feedback to mitigate potential issues, ensuring adherence to client terms and resolution timelines.
  • Provide basic quotations for service calls exceeding the client’s Not-To-Exceed (NTE) limit.

Workflow Oversight

  • Track and follow up on subcontractor work in progress until job completion.
  • Coordinate schedules and provide regular updates to clients.

Administrative Duties

  • Issue purchase orders to subcontractors.
  • Process invoices from subcontractors and prepare invoices for clients.

Availability and Emergency Response

  • Participate in a rotation to handle emergency calls during off-hours, including nights, weekends, and holidays.
  • Remain reachable as needed during off hours to support ongoing projects.

Collaboration and Growth

  • Contribute to roll-outs and minor special projects.
  • Responsible for finding new resources to help us maintain a competitive edge in the industry (nationally).

Qualifications and Skills

  • At least two years of technical experience in Construction, Facilities, or Maintenance
  • Fluent in French and English both verbal and written
  • Proficient knowledge of Excel and Outlook; ease of learning new software’s
  • Strong abilities in coordinating resources and day-to-day activities.
  • Strong organizational and analytical skills with the ability to work independently.
  • Ability to recognize improvement areas, offer suggestions and resolve problems.
  • Capable of handling multiple priorities.

Competencies

  • Ability to make well thought out decisions.
  • Be comfortable with change and have a strong sense of urgency.
  • Challenge the status quo by contributing appropriate ideas and solutions.
  • Build partnerships and prioritize collaboration.
  • Present information in an effective and concise manner.
  • Be proactive and manage client expectations.

This role offers an opportunity to be part of a dynamic team focused on delivering excellent service and innovative solutions for clients nationwide

Notre client, un entrepreneur général spécialisé dans la rénovation de magasins et de locaux commerciaux, recherche un coordinateur de service/coordinateur d'installations pour rejoindre son équipe en pleine croissance. Le candidat idéal est issu du service client dans le domaine de la construction, de la rénovation, de la plomberie, de l'électricité et de la vente au détail et possède d'excellentes compétences en matière de service client.

Résumé du poste

En tant que coordonnateur des services, vous gérerez les demandes de services d'entretien et de réparation des clients commerciaux et de détail à travers le Canada, en français et en anglais. Ce rôle consiste à coordonner les activités quotidiennes afin d'assurer une prestation de services efficace et rentable tout en minimisant les perturbations opérationnelles pour les clients. L'accent est mis sur le maintien de normes élevées en matière de qualité de service et de satisfaction de la clientèle.

Principales responsabilités

Gestion des demandes de service

  • Traiter les demandes de réparation et d'entretien, y compris les situations d'urgence.
  • Traiter et documenter les demandes de service entrantes de manière claire et rapide.

Coordination et dépannage

  • Analyser et dépanner les demandes afin de s'assurer que le sous-traitant le plus approprié est envoyé.
  • Surveiller et traiter le retour d'information afin d'atténuer les problèmes potentiels, en veillant à respecter les conditions du client et les délais de résolution.
  • Fournir des devis de base pour les appels de service dépassant la limite à ne pas dépasser (NTE) du client.

Supervision du flux de travail

  • Assurer le suivi des travaux des sous-traitants en cours jusqu'à l'achèvement du travail.
  • Coordonner les calendriers et fournir des mises à jour régulières aux clients.

Tâches administratives

  • Émettre des bons de commande aux sous-traitants.
  • Traiter les factures des sous-traitants et préparer les factures pour les clients.

Disponibilité et intervention en cas d'urgence

  • Participer à une rotation pour traiter les appels d'urgence en dehors des heures de travail, y compris la nuit, les week-ends et les jours fériés.
  • Rester joignable si nécessaire en dehors des heures de travail pour soutenir les projets en cours.

Collaboration et croissance

  • Contribuer aux déploiements et aux projets spéciaux mineurs.
  • Vous êtes chargé de trouver de nouvelles ressources pour nous aider à maintenir un avantage concurrentiel dans le secteur (à l'échelle nationale).

Qualifications et compétences

  • Au moins deux ans d'expérience technique dans le domaine de la construction, des installations ou de l'entretien.
  • Maîtrise du français et de l'anglais, tant à l'oral qu'à l'écrit
  • Connaissance approfondie d'Excel et d'Outlook ; facilité à apprendre de nouveaux logiciels
  • Solides compétences en matière de coordination des ressources et des activités quotidiennes.
  • Solides compétences organisationnelles et analytiques avec la capacité de travailler de manière indépendante.
  • Capacité à reconnaître les domaines d'amélioration, à proposer des suggestions et à résoudre les problèmes.
  • Capacité à gérer des priorités multiples.

Compétences

  • Capacité à prendre des décisions réfléchies.
  • Être à l'aise avec le changement et avoir un sens aigu de l'urgence.
  • Remettre en question le statu quo en apportant des idées et des solutions appropriées.
  • Établir des partenariats et donner la priorité à la collaboration.
  • Présenter les informations de manière efficace et concise.
  • Être proactif et gérer les attentes des clients.

Ce poste offre la possibilité de faire partie d'une équipe dynamique qui s'attache à fournir un excellent service et des solutions innovantes à ses clients dans tout le pays.

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