Customer Service Coordinator, Facilities Services

4 weeks ago


Mississauga, Ontario, Canada EllisDon Full time

The Customer Service Coordinator plays a critical role in delivering exceptional customer service and front-line support to multiple facilities across Canada, where EllisDon is the Facilities Service provider.

Key responsibilities include handling inbound service requests, initiating work orders, and ensuring timely fulfillment and resolution of client requests.

As a Customer Service Coordinator, you will be part of a dynamic team responsible for receiving and dispatching facilities service requests 24/7. We prioritize providing high-quality service to our clients, and our Customer Service Coordinators are measured against rigorous service standards.

Key Responsibilities:

  • Learn client account system details, CMMS, telephone system, and EDFS policies, processes, and operating procedures.
  • Log client requests, creating and dispatching work orders to facility management resources.
  • Capture required information to assign priority levels for timely service request fulfillment.
  • Apply effective problem-solving skills for troubleshooting and communicating with facility management resources.
  • Provide client service support.
  • Participate in program initiatives with the Business Optimization & Solution Services team.
  • Analyze and transform data from multiple systems using Microsoft Excel features to create tailored reports.
  • Share findings with clients based on reporting from various systems.
  • Maintain confidentiality of client account information and other sensitive data.
  • Mentor and train new team members.
  • Perform clerical duties, including administrative tasks and special projects as assigned.

Requirements:

  • Work independently in a hybrid environment (office-required weekdays, work-from-home weekends).
  • Availability for 24/7, 12-hour shift rotation, including weekends and holidays.
  • 1+ years of customer service experience.
  • Proficiency in English (verbal and written) with proper grammar, spelling, and punctuation.
  • Proficiency in French is an asset.
  • Multitasking and prioritization skills.
  • Performance-based service delivery experience and strong customer service skills.
  • Strong computer skills and ability to learn software used for clients.
  • Meticulous attention to detail.
  • Team player with ability to develop working relationships with diverse individuals.
  • Ability to work in a fast-paced environment and apply client-specific business processes.
  • Gather information, assess issues, and assign priorities.
  • General knowledge of building systems, construction practices, and building/fire codes is an asset.

EllisDon offers a unique career opportunity with continuous learning, growth opportunities, and a competitive compensation package in an inclusive environment that respects diversity.



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