Facility Services Coordinator
Summary: The primary purpose of this position is to process facilities management work order requests from our customers. This role is accountable to manage a work order from received through completion. Each CSR is expected to process 5-15 WO’s per day with a high degree of quality and accuracy. Overall their primary responsibilities reside in service delivery, customer relationship interactions and working with our supplier network and as a CSR II need little direct oversight and/or constant support from management.
Essential Duties and Responsibilities:
Customer Relationship Interactions -
This positions requires direct interactions with level 1 clients and end-user customers. In this role the CSR has the responsibility to successfully interface on a daily basis with these key individuals. The CSR owns the health of those relationships. With health being measured by the level of confidence these key individuals have in the CSR assigned to their WO requests. CWS will conduct formal customer satisfaction surveys on a regular basis to measure the health of our overall relationship.
Service Delivery Excellence -
The primary responsibilities of this role focuses around service delivery. The execution of WO’s from received through completion. This position owns and is accountable to deliver service in compliance with customer contractual requirements, SLA’s for each work order, and CWS margin expectations per work order. This role is capable of processing & orchestrating complex planned maintenance WO’s. The CSR must deliver work orders with a high degree of quality and must document WO progress accurately in our WO cloud based solutions. This role is expected to complete on average 5-15 WO’s per day.
Suppler Network -
This role is on the front line between our suppliers and end-user customers and as such is responsible to hold our suppliers accountable to deliver high quality work and within the SLA’s established for each WO. Their responsibilities also include documenting and providing feedback to CWS sourcing on supplier performance. From time to time this role will also be required to find new suppliers to support WO’s. In that role they will negotiate pricing to meet our contractual obligations supported by the CWS sourcing leader.
- 3 years’ experience in a customer service role. Preferably related to facility services.
- I year experience in role at CWS
- High school degree or GED
- Outstanding abilities to multi-task and reprioritize on a high frequency basis
- Data entry skills with a high degree of accuracy and speed.
- Must be comfortable and have a high degree of comfort with cloud based solutions