We specialize in providing non-core, mission critical facilities maintenance and management services to large organizations with geographically dispersed properties in various industries such as retail, restaurants, banking, telecommunications, and others with multi-location business operations.
The Facilities Coordinator is a key contributor in the execution of USM’s customer commitments. This position is responsible for being the first point of contact for customers and suppliers, providing accurate and timely information, assisting customers and suppliers with their concerns and resolving issues when applicable, managing voicemail, and 3rd party systems. This position works in partnership with other members of the team to ensure all services issues are addressed in a timely manner based on the requirements of the customers and suppliers, and has a significant responsibility directly impacting business profitability.
| Answers and completes inbound/outbound communications (phone, email, etc.) as assigned. Projects a professional and positive image of USM to all customers and suppliers. Documents all notes/issues/escalations in company’s work order management system (NAS) so that they can be acted upon in a timely and accurate manner. |
| Resolves service issues with customers and suppliers when applicable and escalates when appropriate. |
| Manages recurring services and their statuses as well as all additional customer requests (above scope and on-demand services) from obtaining quotes and writing proposals to service completion/verification. |
Reviews daily, weekly, and monthly Integrated Voice Response (IVR) reporting for exceptions and addresses with appropriate parties via telephone and email, as applicable. |
Reviews and analyzes field inspection reports submitted by Field associates and enters appropriate work orders or issues into proprietary database. |
Reconciles billing and service level data provided from third party systems with USM proprietary database on daily, weekly, and monthly basis. |
Any other duties as requested by management. |
Education (HS Diploma, Under/Graduate Degree, etc.) | BA/BS from an accredited college or university or equivalent in education and work experience. |
Business Experience (prior years’ work/related experience) | Minimum 2-3 years experience working in a high volume, fast paced customer service role. |
Licenses/Certifications | SIMA certified, NALP certified, Licensed Irrigator, and/or horticultural degree preferred |
Language Skills | Bilingual in Spanish/English (Written and Spoken), preferred. |
Technical Qualifications & Skills | Microsoft Excel & Word. Customer Relationship Management (CRM) experience managing facility service, or similar, work orders. |
Strong communication and listening skills. |
Able to understand and accurately communicate customer/service provider needs. |
Able to manage telephone interactions and convey confidence while working to resolve the issue. |
Ability to thrive in a changing environment utilizing critical thinking and problem solving skills and adjust priorities to meet deadlines for customers and suppliers. |
Strong ability to build and maintain relationships with both internal and external customers to exceed customer expectations. |
Demonstrates willingness to provide feedback to management on process improvements. |
Professional, friendly demeanor with a customer- oriented attitude. |
Previous experience working with a work order management system a plus. |
Experience in floor care, landscaping/snow removal, building repair and maintenance, or the trades (HVAC, Floor Care, Electrical, Plumbing, and /or Roofing) preferred. |
Work hours for this position are subject to change, ample notice will be provided prior to any schedule changes. |
Follow customer-specific policies and procedures. Handle multiple customers and take responsibility for following procedures. |
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