SUMMARY
The Facility Coordinator is responsible for overseeing and coordinating the effective delivery of a variety of services including the management of the life cycle of work orders. This is done by ensuring that vendors adhere to SLAs and complete work on time to maintain a high level of customer service. In addition, the coordinator ensures adherence to policies and procedures, ensuring data integrity, quality planning, and KPI work order metrics are achieved.
KEY DUTIES & RESPONSIBILITIES
Service Delivery
- Manage work orders to completion in BGIS or client-based web application.
- Facilitate alignment of client required services with contracts, schedules, and Pos.
- Review of work orders to determine if invoiceable or non-invoiceable.
- Schedule access for internal and external service providers with the facility when required.
- Prepare weekly/monthly summaries of work order performance for internal and external service providers.
- Follow up with internal and external service providers to ensure all SLA’s are achieved.
- Review compliance documentation and upload to RealConnect.
- Create on demand work orders for service delivery.
- Ensure client required supporting documentation for quote and invoice submissions are provided.
- Review and submit all estimates to the required approver(s) following client quote process.
- Generate required data for SLA Scorecard.
- Available to work evenings and weekends.
- Other duties as assigned.
Innovation
- Advise management team of issues, concerns, or noncompliance to standards.
- Review internal and external reports and provide operational recommendations.
- Identifies opportunities for possible efficiency and/or simplification of processes.
Data Integrity
- Adheres to processes and company standards.
- Maintain a database of requests to meet reporting and analysis requirements.
Memorable Customer Experiences
- Establish and maintains working relationships with Clients and service providers.
- Review CSAT.
KNOWLEDGE & SKILLS
- Strong written and verbal communication
- Knowledge of RealSuite and other BGIS applications. (1-3 years experience)
- Strong customer-oriented skills. (1-3 years experience)
- Strong administrative and organizational skills. (1-3 years experience)
- Analytical and problem-solving skills. (1-3 years experience)
- Ability to work independently. (1-3 years’ experience)
- Strong attention to detail and data accuracy. (1-3 years experience)
- Excel experience in managing large amounts of data. (1-3 years experience)
- Ability to communicate clearly and effectively with others for the purpose of data exchange, clarification and follow up. (1-3 years experience)
- Experience working in a Shared Service environment. (1 year experience)
This is a regular, full-time position with a salary range of $54,185 - $67,732 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education, professional designations and performance related to this role.
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