The Bilingual Facilities Services Coordinator provides customer service and front line support to BGIS clients with respect to the maintenance and operations of their buildings.
Specific responsibilities include, but are not limited to, handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests.
The Facilities Services Coordinator I is required to provide service in English, French and / or Spanish.
The Operations Centre is a critical environment within BGIS, responsible for receiving and dispatching facilities service requests for its clients 24 / 7 / 365.
Currently, the Operations Centre provides facilities management support to over 40 clients across different industries and handles over 900,000 service requests a year.
The work environment is fast-paced and client-service focused. In order to ensure ongoing performance success, Operations Centre team members are measured against service delivery metrics.
This role is an exciting opportunity for students wishing to learn about facilities management.
KEY RESPONSIBILITIES :
Learns basics of Facilities Management Service Delivery
Learns specific client account details, the service request / work order management systems, the telephony system and BGIS Operations Centre policies, processes and operating procedures
Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers
Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests
Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties
Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and the communication of information.
Provides customer service support in either English, French and / or Spanish
Participates in program initiatives undertaken by the Operations Centre
Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner
May be required to demonstrate Operations Centre capabilities to potential and existing clients and to prospective hires by having such people Y-cord into live calls
May be required to provide training to new Team Members
Other duties as assigned
Work Hour Availability Requirements
7 / 24 / 365 environment requiring open availability; rotating shifts between 5am PT- 8pm PT
Weekends and holiday work availability on a rotational basis.
May be required to work overtime
ESSENTIAL QUALIFICATIONS :
High school completion plus enrolment in a specialized technical or business course
Knowledge & Skills :
Demonstrates language proficiency (both verbal and written) in English and French and / or Spanish, including proper grammar, spelling and punctuation.
Clear and effective communication skills in all languages.
Basic understanding of the facilities / property management industry and knowledge of facility operations and maintenance is an asset.
Strong customer-service orientation and demonstrated customer service skills.
Demonstrated ability to learn new processes, tools and other relevant information quickly, with proven ability to apply learning to the job.
Ability to work in a fast-paced, multi-client environment with ability to apply various client-specific business processes to individual service request situations.
Demonstrated ability to gather information, accurately assess issues and assign level of priority; effective probing and problem solving skills.
Demonstrated organizational skills.
Ability to sustain concentration over a prolonged period of time and pay attention to details.
Demonstrated computer proficiency including solid keyboarding skills.
Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.