Facilities Services Coordinator

1 week ago

Markham, Canada BGIS Full time

**SUMMARY**

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**
- Learns client account details, the service request/work order management systems, the telephony system, 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**
- 7/24/365 environment requiring open availability; rotating shifts between 6:00am and 11:00pm.
- Weekends and holiday work availability on a rotational basis.May be required to work overtime

**KNOWLEDGE & SKILLS**
- Demonstrates language proficiency (both verbal and written), including proper grammar, spelling and punctuation. Clear and effective communication skills
- Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset.
- Strong customer-service orientation and demonstrated customer service skills.
- 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 of time 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.
- Bilingualism considered an asset

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