Facility Maintenance - Service Coordinator

Position Summary: The Facility Maintenance Service Coordinator/Dispatcher is responsible for providing daily ongoing coordination of FM service calls and technician and vendor schedules with the goal of providing outstanding customer service and a high quantity and quality of work; ensuring service calls and work orders are processed promptly and efficiently; and other relevant duties as may be assigned from time to time.

Essential Duties and Responsibilities:

• Receive incoming client phone, email, and online requests for service, input work orders and promptly notify appropriate FM personnel and outside vendor(s) as required. Track open work orders and provide clients with status updates and notifications of completion. Respond to client questions and inquiries.
• Enter service requests (input work orders) accurately and clearly with all pertinent information and job-related documentation noted and included.
• Utilize exceptional customer service skills to handle a heavy volume of calls and inquiries while maintaining a positive and upbeat demeanor.
• Serve as the primary in-office point of contact for FM clients, Field Technicians, and the Field Superintendent(s).
• Monitor progress of open work orders and follow up with the FM Department Manager, Field Staff and Vendors to ensure full resolution and timely completion.
• Schedule and dispatch FM Field Technicians and Vendors ensuring service calls are dispatched in a timely manner while managing evolving priorities, new service requests and project deadlines.
• Utilize phone, email, and other communication tools to help efficiently route FM Field Technicians, Vendors and other resources throughout the day including outbound communications to reschedule service calls for clients.
• Promptly escalate Emergency or Hot work orders to the FM Department Manager, Field Staff and Vendors to ensure appropriate response and timely completion.
• Maintain positive relationships with Clients, Tenants, and Vendors.
• Perform follow-up inquiries by phone and email to ensure jobs have been completed fully and satisfactorily.
• Provide updates to clients and property managers when they have questions regarding service work orders.
• Respond timely and professionally to issues, complaints, and customer inquiries.

• Promptly escalate customer service complaints and issues to the FM Department Manager and FM Client Services Manager.
• Assist in drafting FM estimates, proposals, and contracts.
• Provide administrative support to FM Management and other departments as needed.
• Attend meetings, as required.
• Complete other projects, as assigned.

Competency: To perform the job successfully, an individual should demonstrate the following competencies:

•Problem Solving: Ability to resolve problems in a timely manner by gathering and analyzing information and developing alternative solutions.

• Customer Service: Ability to respond promptly and positively to requests for service and assistance for routine and challenging situations. Timely meeting of commitments and expectations.
• Communication Skills: Ability to speak and write clearly, accurately, and informatively, while editing work for spelling and grammar. Listens and gets clarification and responds well to questions. Participates in meetings.
• Work Ethics: Follows policies and procedures and supports organization's goals and values by treating others with respect and consideration. Prioritizes and plans work activities; meets productivity standards and follows through on commitments.
• Safety and Security: Observes safety and security procedures, including using equipment and materials properly. Reports potentially unsafe conditions.
• Computer Skills: To perform this job successfully, an individual should have knowledge of Accounting software; Database software, Internet software, Spreadsheet software and Word Processing software, including proficiency with smart phone/tablet, and computer software, including Windows 10 – MS Office Suite (Outlook, Word, and Excel), MS Project, SAGE Timberline – Service Management and Service Operations, BlueBeam, and Evernote. Experience with ERP systems is a plus.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Minimum two years of dispatching and scheduling experience in a fast-paced work environment dealing primarily with facility maintenance and repair work or equivalent combination of education and experience. Experience with commercial properties a plus.
Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.