Facilities Administrator

The TJX Companies, Inc.•Marlborough, MA

3d•$26 - $34•Onsite

About The Position

The Facilities team is responsible to manage daily service request work orders, and additional correspondence, including e-mails from our retail stores, vendors, landlords, and TJX field. Facilities Administrator will field questions, resolve standard store repairs, document information into the call tracking system and ensure effective communication at all levels. Administrators are responsible for taking the information from the store management and analyzing the problems to determine the fastest, most cost-effective solution, while taking into consideration the impact on customer service.

Requirements

Excel skills required
Proven conflict management skills
Flexible mindset, oriented towards conflict resolution
Strong follow up and organizational skills
Strong listening skills
Ability to prioritize work
Excellent verbal and written communication skills
Typing skills

Nice To Haves

Bachelor’s degree preferred
Minimum 2 years of call center or customer service or related experience preferred
ServiceChannel knowledge a plus

Responsibilities

Respond accurately, promptly and effectively to all forms of communication, including but not limited to e-mails generated from the TJX field directly or through the ServiceChannel platform, Teams messages, and conference calls.
Ensure all repairs are completed in a timely manner. Communicate with Vendors, Store Managers, DLPM’s, landlord, AVP’s and Home Office personnel to resolve problems, answer questions, and provide updates / milestones on escalated issues.
Document vendor and store information into call tracking system.
Review proposals for accuracy in alignment with contracted rates, scope of work, and other factors including application of tribal knowledge
Run daily reporting to ensure vendor performance is on track and ensure that aging work orders are not abandoned
Receive standardized Analytics reporting and pivot to drive expedited outcomes of high visibility issues
Proactively manage the aspects of the categories they oversee, including but not limited to updating process documentation, vendor assignment / re-assignment.
Proactively manage the shared mailboxes used for ServiceChannel communications.
Proactively support additional categories as needed per staffing requirements.
Hold meetings with vendors and provide feedback to ensure adherence to SLA
Support Invoice Coordinator with gaining traction on aging completed work orders not invoiced