Banking, Customer Service and Call Center, Finance/Economics, Financial Services, Information Technology, Installation, Maintenance, and Repair, Real Estate, Retail/Wholesale, Executive Management, Logistics
Service Delivery Coordinator
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 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 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.