Customer Services Coordinator

McGill University; Montreal (administrative region); On-site; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

Pension plan (defined contribution)

RRSP/TFSA support

Generous vacation policy

Personal days

Floating holidays

Summer Fridays (paid)

Holiday time off

Tuition waiver

Remote work up to 2 days/week

Job summary

McGill University’s Schulich School of Music seeks a Building Services coordinator to oversee customer service, inventory, and operations across multiple departments. You will train staff, organize workflows, verify contractor work, and manage access control and room bookings with a focus on security and efficiency.

The role requires strong organizational skills, fluency in English and French, and knowledge of musical instruments.

Qualifications

• Strong knowledge of Music Faculty operations and booking system.
• Fully bilingual (English and French, written and spoken).
• Extensive knowledge of musical instruments essential.
• Detail-oriented with strong organizational skills.
• Excellent time-management skills and ability to work in a fast-paced environment.

Responsibilities

• Trains, organizes, distributes and verifies the work of one regular support staff and casuals.
• Establishes priorities and acts as resource person for day-to-day Building Services operations.
• Trouble-shoots complex issues and coordinates external contractors as needed.
• Manage bookings for conference and practice rooms and inform parties of changes.
• Maintain inventory, access controls and Lenel database; coordinate room availability and furnishings.
• Assist with room bookings and respond to general inquiries at the information desk.

Skills

Music booking system

Bilingual English/French

Instrument knowledge

Detail oriented

Time management

Tools

FORS

Maximo

Lenel

RBS

Access

Excel

Outlook

Minerva

Word

Job description

Position Summary:

Under the direction of the immediate supervisor, coordinates customer service. Organizes, distributes and verifies the work of others and participates in their training. Acts as resource person. Deals with customer requests, enquiries and complaints. Orders parts and equipment, controls inventory, and maintains computerized information systems. Performs administrative and accounting tasks appropriate to the activities of the unit.

Major Duties and Responsibilities:

Trains, organizes, distributes and verifies the work of one regular support staff and casuals. Establishes priorities. Acts as resource person for the day-to-day operations of the Building Services department. Trouble-shoots and resolves complex problems. Verifies the work of external contractors as this relates to Building Services for the Schulich School of Music.

Sets priorities to efficiently and effectively provide prompt and accurate response to clients' needs which are conveyed by phone, by email and in person. Explains and confirms that all policies and procedures are followed to ensure the security of equipment and instrument inventory. Inspects rentals upon return and determines need for and coordinates servicing, repair and/or replacements; makes recommendations to supervisor. Follows up to ensure timely return of equipment and instruments. Administers fines and repair/replacement costs. Verifies equipment and instruments upon return from repair and ensures conformity. Reviews relevant invoices and follows-up on discrepanicies.

Maintains inventory of loans of temporary and permanent keys for all Schulich School of Music buildings; orders replacements and/or lock changes for lost keys. Receives loan payments and makes reimbursements. Coordinates lock re-pinning. Maintains Lenel card inventory and updates database to ensure users have access to necessary locations. Makes purchases of related supplies as necessary. Ensures adequate supply of First Aid supplies and replenishes as needed.

Liaises and or collaborates regularly with several internal and external departments/consultants such as Maintenance, Facilities Mgmt., Cleaners, Security, Fire Safety Office, Electricians, Elevator repair service, Archivex. Recycling and Garbage Collection services, Locksmiths and Lenel technicians.

Receives, prioritizes and schedules bookings for conference and practice rooms. Modifies schedules as necessary and informs parties involved of changes. Coordinates follow-up and cleaning and furniture moves as required.

Maintains various electronic and manual files; utilizes various software programs such as FORS, Maximo, Lenel, RBS, Access, Excel, Outlook, Minerva and Word.

Assist with permanent and ad hoc room bookings

Answer general email and walk-in inquiries; Act as first point of contact for Building Office and the Schulich School of Music information desk, as needed.

Assist with moving furniture and updating building inventory as required

Performs other duties as required.

The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks which may be performed by an employee whose position has been matched to this generic job description.

Other Qualifying Skills and/or Abilities:

• Strong knowledge of Music Faculty operations and booking system
• Fully bilingual (English and French, written and spoken)
• Extensive knowledge of musical instruments essential
• Detail-oriented with strong organizational skills
• Excellent time-management skills and ability to work in a fast-paced environment

As one of Montreal's Top Employers, here is what we offer:

• Competitive benefits package (Health, Dental, Life Insurance) (if eligible)
• Defined contribution pension plan (with employer contribution up to 10%) (if eligible)
• Group Registered Retirement Savings Plan (RRSP) and Tax Free Savings Account (TFSA)
• Competitive vacation policy
• Two (2) personal days
• Two (2) floating holidays
• Nine (9) \"Summer Fridays\" - paid days off between the St-Jean Baptiste holiday and Labour Day
• Paid time off over the December holiday period
• Tuition waiver for regular employees and their dependents
• Up to two (2) days of remote work per week where the position permits

Before applying, please note that to work at McGill University, you must be both authorized to work in Canada and willing to work in the province of Quebec at the campus where the position is based / located.

Knowledge of English: McGill University is an English-language university where day to day duties may require English communication both verbally and in wri