Facility Services Coordinator

BGIS; Calgary; On-site; CAD 3,328,281 - 4,160,352; Full time

Job summary

BGIS in Calgary is seeking a Facilities Services Coordinator to provide customer service and front-line support for building maintenance and operations. You will handle inbound service requests via telephone, email and web interface and initiate work orders to support timely fulfillment.

The Operations Centre supports over 20 clients across industries, handling over 720,000 service requests annually. This fast-paced, client-service environment measures performance by service delivery metrics and

Qualifications

• Demonstrated experience in a Customer Service Center environment.
• Strong understanding of customer service principles.
• Ability to work with internal and external stakeholders at varying levels of an organization.
• Professional telephone manners with focus on client outcomes.

Responsibilities

• Meet and greet clients and visitors.
• Handle inbound phone queries and manage requests and room bookings in the virtual service center model.
• Assist internal site management by acting as conduit for client requests and other tasks as required.
• Escort visitors/contractors and supervise as needed.
• Manage mail and courier deliveries.
• Distribute consumables and manage building access cards for staff and contractors.
• Support meeting room requirements including reconfigurations and catering.
• Invoicing receipting and reconciliation; data entry and records management; work order management; maintain distribution lists.

Skills

Customer Service

Telephone Skills

Data Entry

MS Office

Stakeholder Communication

Attention to detail

Tools

Word

Excel

Outlook

Job description

The 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 Operations Centre is a critical environment within BGIS, responsible for receiving and dispatching facilities service requests for its clients – 7/24/365. Currently, the Operations Centre provides facilities management support to over 20 clients across different industries and handles over 720,000 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.

Key Duties & Responsibilities

• Meet and greet clients and visitors.
• Act as the first point of contact for all incoming phone queries, managing requests and room bookings as part of the virtual service center model including lodging work requests using the internal system.
• Assist the internal site management team acting as the conduit for client requests as well as other requests as required.
• Assist with visitor/contractor escorts and instructing and supervising as required.
• Manage the collection and distribution of internal and external mail & courier deliveries.
• Manage the delivery of consumables throughout the refresh areas.
• Support in the provision of building access cards to staff and contractors.
• Supporting in meeting room requirements (ex. room reconfigurations & catering provisions).
• Administration duties as required.
• Invoicing receipting and reconciliation.
• Data entry & records management.
• Work Order management.
• Maintain distribution lists.

Knowledge and Skills

• HSE policies and procedures are met and maintained by all stakeholders.
• Strong demonstrated experience working in a Customer Service Center environment.
• Demonstrated understanding of customer service principles.
• Demonstrated experience working with internal and external stakeholders at varying levels of an organization.
• Strong demonstrated professional telephone manner – listening, questioning, empathy, clear client outcome and professionalism.
• Demonstrated attention for detail and grammar.
• Proficient in relevant computer software Word, Excel, Outlook (or related program) and Internet access; Good keyboard skills, speed and accuracy.
• Able to respond quickly to change and adopt a flexible/innovative approach to problems and opportunities.

This is a regular, full-time position with an hourly range of $24.16 - $30.20. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.