CBRE | FacilitySource provides an innovative, technology-driven, single-source facility management and support solution to leading brands in retail, banking, logistics, health care and many other sectors. CBRE | FacilitySource maintains the industry's largest and most reliable data repository to provide business intelligence, transparency, flexibility, support and the Elite Network of Service Providers to save money for our clients and get the most out of their facilities, while offering peace of mind. Established in 2005, CBRE | FacilitySource was acquired by CBRE Group, Inc., the largest commercial real estate services and investment firm in the world, in 2018. For more information, visit www.facilitysource.com .
The Senior Service Delivery Coordinator, under the supervision of a Service Delivery Manager, 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 quickly and completely and by helping corporate and management levels achieve their maintenance objectives: process, control, cost, information, communications, and quality. The Senior Service Delivery Coordinator will serve as a Subject Matter Expert and Coach to Service Delivery Coordinators on his or her team.
DUTIES & RESPONSIBILITIES:
Responsible for executing the operational processes for service delivery: work order management; systems administration, reporting, and support; service partner on-boarding, compliance, and management; program administration and reporting; and other activities as assigned
Receives and coordinates maintenance repair calls: timely and complete dispatch, scheduling, follow-up, quote preparation, problem resolution, and post-service activities. Completes repair service work orders/projects
Works with Program Managers, Service Delivery Managers, or Trade Specialists on resolution of problems
Serves as an escalation point for service issues and Client/Vendor concerns
Helps coordinate and organize workflow for the team
Provides supervision, training and daily guidance of SDCs
Assists the SDM or SDD/EAD in maintaining overall account service levels.
Manages complex client projects from beginning to successful completion
Follows up with client home office contact to make sure service delivery, work orders, and special projects are completed in a timely and satisfactory manner
Completes special projects as needed
Communicate with clients daily to maintain a first-class relationship using phone, email, reports, internal, client, and 3rd-party systems
Review and prioritize open work for follow-up and attention based on age, status, or other factors; perform appropriate follow-up
Work with internal groups (Support Center, Service Provider Management, EMS, Billing, and others) to communicate customer requirements and to resolve any challenges, issues, or new opportunities
Work with client and service provider personnel to set up systems, maintain access and usability, provide training, and coordinate any IT or other projects
Provide required reporting, data, and dispatch updates for assigned client(s)
Conduct periodic weekly calls to run through any updates, checkups, and basic information sharing
Analyze weekly trades with high volume of calls and provide solutions to decrease volume
Perform other duties, activities, or projects as assigned
Requires participating in afterhours call rotation for dispatching and following up on afterhours emergencies
Knowledge of customer service principles and practices
Proficiency with MS Office (Outlook, Excel, Word) and other systems
Demonstrates professional verbal and written communication skills
Project management or trade experience / expertise helpful
EDUCATION & EXPERIENCE:
Bachelor or Associate Degree preferred or equivalent work experience
Internal Number: 18037069
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.