Bilingual Facilities Services Coordinator

3 weeks ago


Canada BGIS Full time

**À propos de BGIS **BGIS est un chef de file de la prestation de services immobiliers et de services personnalisés de gestion des installations.

RÉSUMÉ:
Le coordonnateur bilingue des services aux installations offre un service à la clientèle et un soutien de première ligne aux clients de BGIS en ce qui concerne l'entretien et l'exploitation de leurs immeubles. Les responsabilités spécifiques comprennent, sans s'y limiter, le traitement des demandes de service reçues par téléphone, par courriel et par l'interface Web, et la préparation des bons de travail afin d'assurer le traitement et la résolution rapides des demandes des clients. Le coordonnateur des services aux immeubles I est tenu de fournir des services en anglais, en français et/ou en espagnol.

Le Centre d'opérations est un environnement critique au sein de BGIS, responsable de la réception et de la répartition des demandes de services d'installations pour ses clients - 24 h/24, 7 jours/7 et 365 jours (24/7/365). À l'heure actuelle, le Centre d'opérations fournit un soutien en gestion des installations à plus de 40 clients de différents secteurs et traite plus de 900 000 demandes de service par an. L'environnement de travail est rapide et axé sur le service à la clientèle. Afin d'assurer un rendement continu, les membres d'équipe du Centre des opérations sont évalués en fonction de paramètres de prestation de services.

Ce poste est une occasion passionnante pour les étudiants qui souhaitent se familiariser avec le domaine de la gestion des installations.

**TÂCHES & RESPONSABILITÉS PRINCIPALES**:

- Apprendre les bases de la prestation de services de gestion des installations
- Apprendre les détails des comptes clients particuliers, les systèmes de gestion des demandes de service et des ordres de travail, le système de téléphonie, les politiques, les processus et procédures d'exploitation du Centre des opérations de BGIS.
- Répondre aux demandes de base des clients, notamment en créant et en envoyant des ordres de travail aux fournisseurs de services internes et externes appropriés et en transmettant les informations pertinentes aux gestionnaires des installations de première ligne.
- Évaluer et attribuer avec précision le niveau de priorité afin de faciliter le traitement rapide des demandes de service.
- Apprendre les techniques de dépannage des problèmes liés aux services, communiquer avec les techniciens internes, les gestionnaires des installations, les prestataires de services externes, les propriétaires et les autres parties concernées.
- Recevoir des conseils et un soutien pour répondre aux demandes de service, y compris des activités telles que le traitement approprié des bons de travail, la répartition et la communication des informations.
- Fournir un service à la clientèle soit en anglais, soit en français et/ou en espagnol.
- Participer aux initiatives de programme entreprises à partir du Centre des opérations.
- Assurer la confidentialité des renseignements sur les comptes des clients et des autres données à caractère confidentiel. Mener les travaux d'une manière professionnelle
- Peut être appelé à donner une formation aux nouveaux membres d'équipe.
- Effectuer toutes autres tâches assignées

**Exigences en matière de disponibilité des heures de travail**
- Cadre de travail opérationnel 24/7/365, nécessitant une disponibilité sans restriction ; quarts de travail rotatifs entre 6h00 et 23h00.
- Être disponible à travailler les fins de semaine et les jours fériés sur une base rotative.
- Il peut être nécessaire de faire des heures supplémentaires.

**QUALIFICATIONS ESSENTIELLES**:
Éducation:
Diplôme d'études secondaires et inscription à un cours de type technique ou commercial spécialisé.

**Connaissances et aptitudes**:

- Démontrer une compétence linguistique (à l'oral et à l'écrit) en anglais, en français et/ou en espagnol, y compris une grammaire, une orthographe et une ponctuation correctes. Compétences en communication claire et efficace dans toutes les langues.
- Avoir une compréhension de base de l'industrie de la gestion des installations/de la propriété, de la connaissance de l'exploitation et de l'entretien des installations est un atout.
- Posséder une excellente orientation vers le service à la clientèle et une compétence incontestée en matière de service à la clientèle.
- Posséder une capacité démontrée d'apprendre rapidement de nouveaux processus, outils et autres informations pertinentes. Posséder des aptitudes reconnues en matière d'apprentissage au travail.
- Posséder une capacité à travailler dans un environnement à rythme rapide comportant plusieurs clients et à appliquer divers processus commerciaux spécifiques aux clients à des situations de demandes de service individuelles.
- Posséder une capacité démontrée à recueillir des informations, à évaluer avec précision les problèmes et à


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