Client Services Coordinator

ONE SOURCE Companies•Wallingford, CT

About The Position

ONESOURCE Companies is a growing provider of outsourced facility and property management services, supporting facilities across the northeastern United States. The Client Services Coordinator provides customer service to commercial, residential, retail, and healthcare clients and helps oversee client needs in collaboration with the client services team, field service team, project managers, and accounting department. The role includes analyzing work order trends, maintaining client and contractor relationships, reviewing preventive maintenance contracts and compliance, and supporting client satisfaction.

Requirements

High school diploma.
Two years of experience in customer service or hospitality.
Ability to communicate, present, and influence credibly and effectively at all levels of an organization.
Ability to work unsupervised in an office.
Ability to manage multiple projects simultaneously while paying strict attention to detail.
Excellent listening, negotiation, and presentation skills.
Excellent verbal and written communication skills.
Exceptional customer service, negotiation, territory management, prospecting, and internal and external communication skills.
Proficiency with MS Word and Excel.
Ability to learn new software.
Analytical skills.

Responsibilities

Serve as the main point of contact for assigned client accounts, including emergency and after-hours calls.
Understand client needs and preferences and work to meet or exceed expectations.
Provide clients with updates and follow-up on larger work orders, and promptly address concerns and inquiries.
Assist with simple client billing and invoicing.
Lead regular touchpoints with each client’s main point of contact.
Build and maintain strong client relationships through regular communication and service.
Maintain contractor relationships, onboard new contractors, and expand the network of reliable contractors.
Monitor contractor contract and insurance compliance, evaluate 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 and create RFPs to support competition, transparency, value, and quality.
Monitor work order progress to ensure timely completion and adherence to scope by the CS Dispatcher.
Troubleshoot work order issues, resolve them proactively, or escalate when necessary.
Follow up with clients regarding satisfaction and completion.
Generate operational reports as needed for clients.
Review and assess data monthly for client scorecards.
Look ahead and report monthly on preventive maintenance.
Create and update client Trade, Leasing, and Preventative Maintenance Matrixes to keep records current.