Facilities Coordinator, Client Customer Service

Cushman & Wakefield • Sunnyvale, CA

8d • $28 - $32 • Onsite

About The Position

As the first point of contact for employees with questions, your primary duties will be to resolve and answer customer inquiries, gather and process data, research and solve problems, maintain data integrity, and provide document support and imaging. All work is performed primarily in an office environment under the immediate supervision of a team lead or first-line supervisor. The Facilities Coordinator also provides assistance to the facility management team to ensure successful service delivery of the client facility needs. Directly supports the facility management team with on-going facility and team related responsibilities. Job Description Essential Responsibilities: Serves as a liaison for facilities-related issues and is often the primary point of contact for departmental personnel and other customers within the assigned facility or facilities, and is responsible for investigating or coordinating responses for facilities problems, complaints, emergencies, special events or other facility issues or operations; facilities-related expertise is typically required for these positions Provide general overall facility management services, including continuous monitoring of office/facility Address client inquiries and concerns ensuring timely and quality issue resolution and service delivery Follow up with clients to ensure customer satisfaction Respond to all facility inquiries and complaints, assess problems and coordinate the necessary corrective action Remain knowledgeable regarding all operational aspects of building systems Coordinate with internal team and outside contractors for the service and repairs of equipment Maintain on-going communication with contractors, client, and team Assist with site inspection within the regional building portfolio Create work orders and assign work orders to the engineering staff, subcontractors, and vendors Report on open and closed work orders and check the status of open work orders with the assigned party Request, review, and submit work orders, bids, and proposals from vendors Train vendors on work order and billing procedures Manage complex work orders such as environmental issues and disaster recovery Manage service and performance of vendors for timely completion of jobs Create and record appropriate written communication between all parties Schedule and document maintenance and repairs on building equipment Communicate frequently with client and vendors to resolve issues and provide status updates Provide process and procedures training and direction to new associates Coordinate special events in support of client Assist with measuring and reporting key performance indicators against service level agreements Provide facilities helpdesk services on behalf of the client(s) and monitor internal/external workflow for all facilities cases to ensure consistent quality of service and work product Supports the Regional portfolio FM Team as necessary

Requirements

• Communication Proficiency (oral and written)
• Customer Focus
• Initiative
• Sense of Urgency
• Multi-Tasking
• Detail Oriented
• Financial Knowledge
• Time Management Skills
• Team Orientation
• High school diploma or a General Equivalency Diploma (GED) required
• A minimum of 1 year of work experience in an administrative, accounting or tenant services capacity
• Experience with data entry, expansive reporting, answering phones, scheduling and communications

Nice To Haves

• Associates or Bachelor’s degree in facilities management, building, business or other related field preferred
• Previous customer service experience
• Prior experience working in the facilities/property management, commercial real estate or professional services industries preferred

Responsibilities

• Serves as a liaison for facilities-related issues and is often the primary point of contact for departmental personnel and other customers within the assigned facility or facilities, and is responsible for investigating or coordinating responses for facilities problems, complaints, emergencies, special events or other facility issues or operations
• Provide general overall facility management services, including continuous monitoring of office/facility
• Address client inquiries and concerns ensuring timely and quality issue resolution and service delivery
• Follow up with clients to ensure customer satisfaction
• Respond to all facility inquiries and complaints, assess problems and coordinate the necessary corrective action
• Remain knowledgeable regarding all operational aspects of building systems
• Coordinate with internal team and outside contractors for the service and repairs of equipment
• Maintain on-going communication with contractors, client, and team
• Assist with site inspection within the regional building portfolio
• Create work orders and assign work orders to the engineering staff, subcontractors, and vendors
• Report on open and closed work orders and check the status of open work orders with the assigned party
• Request, review, and submit work orders, bids, and proposals from vendors
• Train vendors on work order and billing procedures
• Manage complex work orders such as environmental issues and disaster recovery
• Manage service and performance of vendors for timely completion of jobs
• Create and record appropriate written communication between all parties
• Schedule and document maintenance and repairs on building equipment
• Communicate frequently with client and vendors to resolve issues and provide status updates
• Provide process and procedures training and direction to new associates
• Coordinate special events in support of client
• Assist with measuring and reporting key performance indicators against service level agreements
• Provide facilities helpdesk services on behalf of the client(s) and monitor internal/external workflow for all facilities cases to ensure consistent quality of service and work product
• Supports the Regional portfolio FM Team as necessary

Benefits

• Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees