Facility Coordinator - Exterior Services

USM, Inc.•Norristown, PA

3d•Onsite

About The Position

We specialize in providing non-core, mission critical facilities maintenance and management services to large organizations with geographically dispersed properties in various industries such as retail, restaurants, banking, telecommunications, and others with multi-location business operations. The Facilities Coordinator is a key contributor in the execution of USM’s customer commitments. This position is responsible for being the first point of contact for customers and suppliers, providing accurate and timely information, assisting customers and suppliers with their concerns and resolving issues when applicable, managing voicemail, and 3rd party systems. This position works in partnership with other members of the team to ensure all services issues are addressed in a timely manner based on the requirements of the customers and suppliers, and has a significant responsibility directly impacting business profitability.

Requirements

BA/BS from an accredited college or university or equivalent in education and work experience.
Must be confident working in Microsoft Excel & Word.
Strong communication and listening skills.
Able to understand and accurately communicate customer/service provider needs.
Able to manage telephone interactions and convey confidence while working to resolve the issue.
Ability to thrive in a changing environment where priorities shift.
Ability to use critical thinking and problem-solving skills to solve problems and meet deadlines.
Strong ability to build and maintain relationships with both internal and external customers.
Ability to work independently when required, but also team-oriented and excited to offer help to and receive help from others.
Demonstrates ownership and accountability for assigned tasks or responsibilities.
Demonstrates willingness to provide feedback to management on process improvements.
Professional, friendly demeanor with a customer-oriented attitude.

Nice To Haves

Experience working in a high volume, fast paced customer service role is preferred
Any experience with a Customer Relationship Management (CRM) platform managing work orders desired
Experience in floor care, landscaping/snow removal, building repair and maintenance, or the trades (HVAC, Floor Care, Electrical, Plumbing, and /or Roofing) desired.

Responsibilities

Builds professional and positive relationships with customers and suppliers
Schedules and validates services performed by our suppliers
Obtains quotes and prepares proposals for enhancements and repairs
Analyzes property inspection results and develops remediation and improvement initiatives
Resolves service issues with urgency and care
Reconciles billing and service data
Follow customer-specific policies and procedures.
Handle multiple customers and take responsibility for following procedures.