Customer Service Representative / Operations Coordinator

We are seeking a Customer Service Representative / Operations Coordinator to serve as the primary point of contact for facility operations and service delivery. This role provides essential support to building occupants while maintaining operational excellence and compliance standards.

Key Responsibilities

Service Request Management: Process service requests efficiently through creation, updates, closure, queuing, and email communications in accordance with SLA requirements

Resource Coordination: Schedule and manage shared resources to optimize facility operations and occupant satisfaction

Information Hub: Serve as primary reference point for site information, directing occupants to appropriate resources and maintaining current knowledge of facility operations

System Administration: Maintain proficiency in key systems and applications including websites, databases, and metrics platforms

Training & Development: Assist with onboarding and training new employees on processes and procedures

Project Support: Provide assistance with special projects and initiatives as assigned

Relationship Management: Support Property Relationship Leads (PRL) with client communications and facility coordination

Emergency Response: Participate in evacuation drills, take shelter procedures, and emergency response protocols

Performance Metrics

Meet all compliance requirements including average talk time, after-call work (ACW), self-serve utilization, error rates, and RONA standards
Complete all scheduled training requirements within designated timeframes
Maintain customer satisfaction scores and response time objectives

Required Skills

High school diploma or equivalent
1-2 years of customer service or administrative experience
Strong verbal and written communication skills
Proficiency in computer systems, databases, and Microsoft Office Suite
Ability to multitask and prioritize in fast-paced environment
Professional phone etiquette and customer service orientation
Detail-oriented with strong organizational skills

Preferred Skills

Experience in facilities management or property operations
Knowledge of building systems and maintenance processes
Experience with work order management systems
Previous training or mentoring experience
Familiarity with emergency response procedures

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