POSITION SUMMARY:
The Account Coordinator works with our customers, service providers, and employees to deliver some combination of FacilitySource’s services with the highest level of customer service, both by taking care of facilities issues quickly and completely and by helping clients achieve their maintenance objectives: process, control, cost, information, communications, and quality.
This position can be located in Phoeinx, AZ or Columbus, OH areas. The schedule will be Tuesday-Saturday 12 midnight-9 am ET/9 pm-6am AZ. We also have other shifts available!
Executes the operational processes for work order management and service partner follow up
Coordinates maintenance repair work orders: timely and complete dispatch, scheduling, follow-up, quote preparation, problem resolution, and post-service activities.
Reviews and prioritizes open work orders for follow-up and attention based on age, status, or other factors; performs appropriate follow-up until work order is closed
Works with Managers or Trade Specialists on resolution of problems
Communicate with clients and service providers daily to maintain a first-class relationship using phone, email, reports, internal, client, and 3rd-party systems
Works with internal groups (Support Center, Supply Chain Management, Energy Management System department, Billing, and others) to communicate customer requirements and to resolve any challenges, issues, or new opportunities
Works with client and service provider personnel to maintain and troubleshoot system access and usability
Provides required reporting, data, and dispatch updates for assigned client(s)
Conducts periodic weekly calls to discuss any updates, checkups, and basic information sharing
Performs other duties, activities, or projects as assigned
Manages client specific programs such as landlord, warranty, dark locations, etc.
Supports Digital & Technology development by providing user acceptance testing for system releases
Monitors/updates mismatch reports to validate API accuracy
Administers Tech onsite “do not exceed” requests (secondary)
Service Provider Invoice collection and auditing
May require participating in afterhours call rotation for dispatching and following up on afterhours emergencies
Knowledge, Skills & Abilities:
Knowledge of customer service principles and practices
Proficiency with MS Office (Outlook, Excel, Word) and other systems
Demonstrated professional verbal and written communication skills
Familiar and comfortable with making outbound calls
Able to excel in a Performance Based Culture. Required to meet weekly targets for Utilization, Number of Work Orders worked, Talk time and Actions per ticket
EDUCATION & EXPERIENCE:
High School diploma or GED (General Education Degree) required. Associate’s or Bachelor's degree preferred.
Previous facilities management experience preferred
Project management or trade experience / expertise helpful
Engineering and/or Maintenance related experience/training preferred
