Bilingual Facilities Services Coordinator

Who We Are

**SUMMARY**

BGIS, is a leading provider of real estate management services, including facilities management, project delivery services, energy and sustainability solutions, building performance management, workplace advisory and management, and real estate services. With a combined team of over 7,000 team members globally, BGIS inspires better business performance across its client's real estate portfolios by developing and implementing real estate and facilities management strategies. Globally, BGIS manages over 300 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia.

**DISCRIPTION**:
The Operations Centre is a critical environment within BGIS, responsible for receiving and dispatching facilities service requests for its clients - 24/7/365. Currently, the Operations Centre provides facilities management support to over 40 clients across different industries and handles over 900,000 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 RESPONSIBILITIES**:

- Learns basics of Facilities Management Service Delivery
- Learns specific client account details, the service request/work order management systems, the telephony system and 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 in either English, French and/or Spanish
- 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 rotating shifts between 6:00 am - 11:00 pm
- Weekend and holiday shifts on a rotational basis.
- May be required to work overtime

**ESSENTIAL QUALIFICATIONS**:
**Education**:
High school completion plus enrolment in a specialized technical or business course

**JOB-RELATED EXPERIENCE**:One year or less

**Knowledge & Skills**:

- Demonstrates language proficiency (both verbal and written) in English and French and/or Spanish, including proper grammar, spelling and punctuation. Clear and effective communication skills in all languages.
- Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance is 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.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success

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