Client Services Coordinator

ONE SOURCE Companies; Wallingford (CT); On-site; USD 45,000 - 60,000; Full time

Job summary

ONESOURCE Companies is seeking a Client Services Coordinator to deliver exceptional service for commercial, residential, retail, and healthcare clients. You will analyze work order trends, manage client and contractor relationships, review preventive maintenance contracts, and collaborate with client services, field service, project management, and accounting to meet client needs.

The role focuses on ensuring client satisfaction through data analysis, proactive communication, and coordination of

Qualifications

• Communicate, present, and influence credibly at all levels.
• Work unsupervised in office.
• Manage multiple projects with attention to detail.
• Excellent listening, negotiation, and written communication skills.
• High school diploma and 2 years in customer service/hospitality.

Responsibilities

• Serve as main client contact for assigned accounts, including emergency and afterhours.
• Understand client needs and preferences, ensuring their expectations are met or exceeded.
• Communicate effectively with clients to provide updates and follow up on larger work orders, and address any concerns or inquiries promptly.
• Assist in simple client billing and invoicing.
• Lead touchpoints with main point of contact on a regular basis.
• Build and maintain strong, long-lasting relationships through regular communication and exceptional service.
• Maintain contractor relationships.
• Onboard new contractors and expand our network of reliable contractors.
• Monitor contract and insurance compliance.
• Evaluate contractor performance and provide feedback.
• Receive and review contractor invoices.
• Review work order trends and analyze data across trades.
• Create and follow-up on estimates and proposals sent to clients.
• Put trades out to bid, creating RFPs to foster competition and transparency, ensuring the best value and quality.
• Monitor the progress of work orders, ensuring timely completion and adherence to scope by CS Dispatcher.
• Troubleshoot any issues that may arise, proactively resolving them or escalating if necessary.
• Follow up with Clients for satisfaction and completion.
• Generate operational reports as needed per client.
• Review and assess data monthly for client scorecards.
• Look ahead and report on Preventive Maintenance monthly, staying proactive in client operations.
• Create and update the client’s Trade, Leasing, and Preventative Maintenance Matrixes for up to date records.

Skills

Customer service

Negotiation

Territory management

Prospecting

Communications

MS Word/Excel

Software learning

Analytical skills

Education

High school diploma

Job description

Position Overview

ONESOURCE Companies is a growing, well-respected leader in outsourced facility and property management services that offers customized programs to operators of owned or leased facilities. We provide the systems, back office operations, and industry expertise to support facilities across the northeastern United States.

The ONE SOURCE Companies Client Services Coordinator will provide exceptional customer service for our commercial, residential, retail, and healthcare clients. Primary job functions include analyzing work order trends, fostering positive client and vendor relationships, reviewing preventive maintenance contracts and ensuring adherence. Additionally, the Client Services Coordinator at ONE SOURCE will collaborate closely with the client services team, field service team, project managers, and accounting department to oversee all client needs, contributing to overall satisfaction of our clients.

Responsibilities

• Client Management Responsibilities:
  • Serve as main point of contact for assigned client accounts, including emergency and afterhour calls
  • Understand client needs and preferences, ensuring their expectations are met or exceeded
  • Communicate effectively with clients to provide updates and follow up on larger work orders, and address any concerns or inquiries promptly.
  • Assist in simple client billing and invoicing
  • Lead touchpoints with main point of contact on a regular basis
  • Build and maintain strong, long-lasting relationships through regular communication and exceptional service
• Contractor Management Responsibilities:
  • Maintain contractor relationships
  • Onboard new contractors and expand our network of reliable contractors
  • Monitor contract and insurance compliance
  • Evaluate contractor performance and provide feedback
  • Receive and review contractor invoices
• Work Order Management Responsibilities:
  • Review work order trends and analyze data across trades
  • Create and follow-up on estimates and proposals sent to clients
  • Put trades out to bid, creating RFPs to foster competition and transparency, ensuring the best value and quality
  • Monitor the progress of work orders, ensuring timely completion and adherence to scope by CS Dispatcher
  • Troubleshoot any issues that may arise, proactively resolving them or escalating if necessary
  • Follow up with Clients for satisfaction and completion
• Documentation and Reporting Responsibilities:
  • Generate operational reports as needed per client
  • Review and assess data monthly for client scorecards
  • Look ahead and report on Preventive Maintenance monthly, staying proactive in client operations
  • Create and update the client’s Trade, Leasing, and Preventative Maintenance Matrixes for up to date records

Qualifications

Demonstrate the ability to communicate, present, and influence credibly and effectively at all levels of the organization

Ability to work unsupervised in office

Proven ability to manage multiple projects at the same time while paying strict attention to detail

Excellent listening, negotiation and presentation skills

Excellent verbal and written communication skills

High school diploma and 2 years in customer service/hospitality

Skills

Exceptional customer service, negotiation, territory management, prospecting skills, internal & external communications, MS Word/Excel, ability to learn new software, and analytical skills