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.

Mon-Fri 9:00AM-6:00PM EST or 10:00AM-7:00PM EST

DUTIES & RESPONSIBILITIES:

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

SKILLS & QUALIFICATIONS:

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