Facilities Project Coordinator

Dwm Inc • Latham, NY

7h

About The Position

Are you a motivated, energetic problem-solver looking for a friendly environment to enhance the customer experience for some of the world’s biggest & best brands including Under Armour, Barnes & Noble, Tractor Supply & LL Bean?

DWM has been voted as a Best Place to Work by its employees & is an Inc. 5000 winner both several years running, and a Best and Brightest Company to Work for in the Nation. We are a national service provider that fosters & encourages problem-solvers. We have fun and encourage ideas from all levels to create the best solutions for our clients.

Requirements

• 2 to 4 years’ related experience and/or education, specifically in dispatching, customer service, and the trades
• High School Diploma or Equivalent
• Ability to multi-task and be well-organized; able to manage priorities and workflow
• Proactive communication and problem solving
• Excellent verbal and written communication and customer service
• Knowledge of industry is recommended but not required
• Ability to work independently and as a team member
• Acute attention to detail
• Proficient computer skills

Nice To Haves

• Knowledge of industry is recommended but not required

Responsibilities

• Own the full lifecycle of client work orders from intake through completion, ensuring accurate documentation, timely dispatch, and issue resolution for prompt technician invoicing
• Serve as a senior point of contact for clients and technicians, providing proactive, clear, and accurate verbal and written communication to anticipate needs and prevent escalations
• Prioritize, organize, and manage a high volume of work orders daily, balancing emergency, urgent, and routine requests
• Troubleshoot issues throughout the work order lifecycle and take initiative to resolve challenges before escalation, ensuring work is completed correctly the first time
• Optimize operational efficiency and profitability by selecting the most appropriate technician for each work order based on scope, urgency, and client requirements
• Manage relationships between clients, technicians, and internal stakeholders to ensure alignment, service quality, and adherence to SLAs
• Prepare and submit accurate client proposals for approval on work orders with larger or more complex scopes
• Conduct proactive follow-ups on all issued work orders within required timeframes to meet or exceed SLA commitments
• Maintain current, accurate, and detailed records, notes, and updates and all required third-party systems in compliance with client SLAs
• Ensure work order status accuracy and timeliness to meet quarterly KPI goals
• Support technician network growth by sourcing and onboarding prospective technicians to expand the DWM Vendor Network
• Manage outgoing calls related to work order coordination, technician and client communication, and invoice follow-up
• Participate in assigned on-call shifts as needed, including evenings and weekends, to ensure continuous client support and service coverage

Benefits

• Full-time, set schedule in a casual, laid back atmosphere
• Professional growth opportunities, without the boundaries of a corporate ladder
• Telework benefits
• Health, Dental, Vision, Telemedicine & Life insurance
• Tuition reimbursement & continuing education opportunities
• 401K plan with a company match program
• Bonus programs and competitions
• Flexible paid time off
• Free Financial Advisor
• Awesome events & activities (themed parties, lunch & learns, annual holiday party)
• Giving back to the community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED