POSITION SUMMARY: The Account Coordinator works with our customers, service providers, and employees to deliver some combination of FacilitySource's services with the highest level of customer service, both by taking care of facilities issues quickly and completely and by helping clients achieve their maintenance objectives: process, control, cost, information, communications, and quality.
DUTIES & RESPONSIBILITIES: Executes the operational processes for work order management and service partner follow up Coordinates maintenance repair work orders: timely and complete dispatch, scheduling, follow-up, quote preparation, problem resolution, and post-service activities. Reviews and prioritizes open work orders for follow-up and attention based on age, status, or other factors; performs appropriate follow-up until work order is closed Works with Managers or Trade Specialists on resolution of problems Communicate with clients and service providers daily to maintain a first-class relationship using phone, email, reports, internal, client, and 3rd-party systems Works with internal groups (Support Center, Supply Chain Management, Energy Management System department, Billing, and others) to communicate customer requirements and to resolve any challenges, issues, or new opportunities Works with client and service provider personnel to maintain and troubleshoot system access and usability Provides required reporting, data, and dispatch updates for assigned client(s) Conducts periodic weekly calls to discuss any updates, checkups, and basic information sharing Performs other duties, activities, or projects as assigned Manages client specific programs such as landlord, warranty, dark locations, etc. Supports Digital & Technology development by providing user acceptance testing for system releases Monitors/updates mismatch reports to validate API accuracy Administers Tech onsite "do not exceed" requests (secondary) Service Provider Invoice collection and auditing May require participating in afterhours call rotation for dispatching and following up on afterhours emergencies
SKILLS & QUALIFICATIONS: Knowledge, Skills & Abilities: Knowledge of customer service principles and practices Proficiency with MS Office (Outlook, Excel, Word) and other systems Demonstrated professional verbal and written communication skills Previous facilities management experience preferred Project management or trade experience / expertise helpful Familiar and comfortable with making outbound calls Able to excel in a Performance Based Culture. Required to meet weekly targets for Utilization, Number of Work Orders worked, Talk time and Actions per ticket
EDUCATION & EXPERIENCE: High School diploma or GED (General Education Degree) required. Associate's or Bachelor's degree preferred. Engineering and/or Maintenance related experience/training preferred
Internal Number: 21004699
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.