POSITION SUMMARY:
The Service Delivery Coordinator, under the supervision of a Program Manager or 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.
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
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
May require occasional overnight travel to visit customer locations
Requires 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
Demonstrates professional verbal and written communication skills
Previous facilities management experience preferred
Project management or trade experience / expertise helpful
EDUCATION & EXPERIENCE:
Bachelor or Associate Degree preferred or equivalent work experience
