Tenant Services Specialist

ACML’s Client Services team is growing Are you looking for a challenging and rewarding career with Canada’s leading provider of customized operations and solutions? If you are a devoted and career-minded professional looking to contribute to a hard-working, dedicated team, we want to hear from you

**WHO ARE WE?**

With over 50 years of experience throughout North America, Angus Consulting Management Limited (“ACML”) is one of Canada’s most trusted facility operations management companies. We have extensive knowledge managing critical environments including data centers, healthcare facilities, commercial facilities, central utility plants and Public Private Partnership projects.

**WHAT DO WE OFFER?**
- Competitive salary
- Excellent retirement savings plan
- Competitive benefits package
- Training & tuition reimbursement programs
- Education bursaries for Employee Children
- Referral bonus program

**WHO ARE WE LOOKING FOR?**

ACML is actively seeking an **Tenant Services Specialist** located in **Toronto, Ontario** whose main responsibilities will include, but are not limited to, the following:

- Develops/maintains working relationship with client, tenants, building operations staff and suppliers/contractors/external service providers to discuss problems, potential solutions and facilitate delivery to tenant service
- Manages/coordinates tenant service work requests from client call centre re: day-to-day and emergency HVAC, maintenance, etc.; ensures appropriate information/updates are relayed to client representatives (including SVP, Tenant Relations, client call centre, etc.) in a timely manner.
- Directs/manages dispatch function including resourcing of staff; sets priorities and develops/maintains administrative policies/procedures. Provides back-up dispatch support, as required.
- Monitors/tracks operational performance statistics; runs CMMS reports; conducts root cause analysis; consolidates data/information into concise business report(s) for management review/action; prepares other operational reports, as requested.
- In collaboration with Operations Manages, assesses/determines work request priority to facilitate resolution in an efficient/professional manner. As required, obtains quotes to facilitate work requests.
- Utilizes industry best practices/procedures to address work requirements; identifies problem areas, conducts investigations and develops/recommends based on analysis, course of action that may include innovative solutions.
- Provides input to building operation decisions by identifying tenant needs.
- Manages tenant work order billable process on behalf of client; ensures charge-backs are prepared/tracked in a timely/efficient manner; tracks contracted services and ensures relevant paperwork is maintained/submitted to client and/or internally as required; liaises with external service providers as required.
- Develops/maintains processes to track work order progress, action items, inquiries, complaints, problem resolution, etc. to facilitate closure of work requests in accordance with performance-based service agreement. Follows up re: outstanding service requests.
- Participates in client meetings (as ACML representative) re: specific building initiatives; prepares meeting minutes, identifies ACML action items, etc.
- Liaises with inventory/stores personnel to ensure a streamlined/efficient approach to work order parts/materials management.
- Acts as ACML resource re: efficient/effective use of client CMMS; trains ACML staff as required.
- In collaboration with Operations Manages, identifies/makes recommendations to improve facilities management service delivery.
- Provides relief to Customer Service/Dispatcher as required.
- Demonstrates an ongoing, continuous learning focus (i.e., an awareness of current skill/knowledge and an acceptance of continuous learning) through courses, networking and/or personal research.
- In collaboration with next level management, defines personal skill/competency gap and creates/implements personal/career development plans.
- Participates in and supports other duties as assigned.

**WHAT WILL YOU BRING?**
- 3 - 5 years recent/related work experience in property, project, and/or facilities management.
- Post-secondary education in facilities/property management preferred (or equivalent combination of education and experience).
- Knowledge of facility operations/maintenance an asset; general knowledge of building systems and related codes/legislation an asset.
- General knowledge of health & safety legislation, codes, etc. an asset.
- Intermediate level computer skills (such as Microsoft Office suite).
- Critical thinking skills with demonstrated analytical/problem solving skills.
- Strong customer service orientation/skills; commercial experience an asset.
- Ability to work independently and within a team.
- Demonstrated ability to gather information, accurately assess issues and assign level of priority.
- Strong organizational/document