Senior Facility Coordinator

Fortive•Greenville, SC

1d•Remote

About The Position

ServiceChannel Managed is seeking a Senior Facility Coordinator to join our Managed Services department supporting one or more customers as their primary contact. You will play a vital role in ensuring our customers achieve their desired outcomes while they use ServiceChannel’s platform products and services. Each interaction is expected to be handled with a high level of professionalism and knowledge to support our customers facility needs.

Requirements

3-5 years in facilities work order management (Restaurant, Hospitality, Medical/Veterinary, or Retail).
Strong knowledge of facilities management and customer success best practices.
Proven track record of managing customer relationships and ensuring high satisfaction.
Proficiency in Microsoft Excel and PowerPoint.
Excellent verbal and written English skills; ability to understand and respond to instructions and feedback clearly.
Proven ability to build and maintain positive relationships with customers, providers, and team members.
Ability to address customer issues promptly with compassion and effective resolution.
High level of accuracy and detail orientation.
Ability to review and analyze data for cost-saving opportunities and process improvements.
Coachable and responsive to feedback; open to updating processes.
Ability to work independently from home with a strong record of attendance and punctuality.
Exceptional organizational and time management abilities.
Ability to handle special projects and emergencies; flexible schedule starting at 8 AM EST, with occasional evening or weekend coverage.
Comfortable being on camera for remote meetings.
Bachelor's degree in business administration, facilities management, customer service, or a related field.

Nice To Haves

A degree in business administration, facilities management, customer service, or a related field.
Proficiency in facilities management software (e.g., ServiceChannel) and customer relationship management (CRM) tools (Salesforce/Gainsight)

Responsibilities

Promptly address and resolve any Customer issues or concerns to ensure satisfaction and continuity of service.
Build and maintain strong relationships with Customers to foster loyalty and long-term engagement.
Anticipate Customer needs and address potential issues before they escalate.
Track Customer usage and satisfaction metrics to ensure they derive maximum value from ServiceChannel products and services.
Share best practices with Customers and providers on ServiceChannel applications.
Identify and report system issues to the Development Team for resolution.
Review work order requests for cost-saving opportunities related to asset or equipment repairs (e.g., warranty, landlord).
Assist with customer-facing initiatives and special projects as they arise.
Monitor emergency work orders to ensure timely and effective communication and resolution to the customer.
Conduct quarterly business review presentations with customers to discuss performance and opportunities for improvement.
Conduct regular operations meetings (weekly, biweekly, or monthly) with Customers to review ongoing activities and address any concerns.
Work effectively with cross-functional teams to support both internal and external initiatives.