Dec 13, 2019

Service Delivery Coordinator

  • Construction Jobs Inc
  • Phoenix, AZ, USA
Construction

Job Description


POSITION SUMMARY:
The Service Delivery Coordinator, under the supervision of a Program Manager or Service Delivery Manager, works with our customers, service providers, and employees to deliver some combination of FacilitySources services with the highest level of customer service, both by taking care of facilities quickly and completely and by helping corporate and management levels achieve their maintenance objectives: process, control, cost, information, communications, and quality.

DUTIES & RESPONSIBILITIES:
Responsible for executing the operational processes for service delivery: work order management; systems administration, reporting, and support; service partner on-boarding, compliance, and management; program administration and reporting; and other activities as assigned


Receives and coordinates maintenance repair calls: timely and complete dispatch, scheduling, follow-up, quote preparation, problem resolution, and post-service activities. Completes repair service work orders/projects


Works with Program Managers, Service Delivery Managers, or Trade


Specialists on resolution of problems


Manages complex client projects from beginning to successful completion


Follows up with client home office contact to make sure service delivery, work orders, and special projects are completed in a timely and satisfactory manner


Completes special projects as needed


Communicate with clients daily to maintain a first-class relationship using phone, email, reports, internal, client, and 3rd-party systems


Review and prioritize open work for follow-up and attention based on age, status, or other factors; perform appropriate follow-up


Work with internal groups (Support Center, Service Provider Management, EMS, Billing, and others) to communicate customer requirements and to resolve any challenges, issues, or new opportunities


Work with client and service provider personnel to set up systems, maintain access and usability, provide training, and coordinate any IT or other projects


Provide required reporting, data, and dispatch updates for assigned client(s)


Conduct periodic weekly calls to run through any updates, checkups, and basic information sharing


Analyze weekly trades with high volume of calls and provide solutions to decrease volume


Perform other duties, activities, or projects as assigned


May require occasional overnight travel to visit customer locations


Requires participating in afterhours call rotation for dispatching and following up on afterhours emergencies


Requirements

SKILLS & QUALIFICATIONS:

Knowledge of customer service principles and practices


Proficiency with MS Office (Outlook, Excel, Word) and other systems


Demonstrates professional verbal and written communication skills


Previous facilities management experience preferred


Project management or trade experience / expertise helpful


EDUCATION & EXPERIENCE:


Bachelor or Associate Degree preferred or equivalent work experience

States

AZ  

Job Requirements

CBRE

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