Facility Services Coordinator

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The Facilities Services Customer Center Operator provides customer service and front line support to the Johnson Controls P3 client site of Humber Hospital with respect to the maintenance and operations of their building(s). Specific responsibilities include, but are not limited to, handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests.

The Dispatch Centre is a critical environment responsible for receiving and dispatching facilities service requests for its clients – 7/24/365. The work environment is fast-paced and client-service focused. To ensure ongoing performance success, Dispatch Centre team members are measured against service delivery metrics.

KEY DUTIES & RESPONSIBILITIES

• Learns client account details, the service request/work order management systems, the telephony system and JCI Dispatch Centre policies, processes and operating procedures
• Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers
• Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests
• Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties
• Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and the communication of information.
• Provides customer service support
• Participates in program initiatives undertaken by the Dispatch Centre
• Maintains confidentiality of client account information and other confidential information.
• Conducts work in a professional manner.
• May be required to demonstrate Dispatch Centre capabilities to potential and existing clients and to prospective hires by having such people Y-cord into live calls.
• May be required to provide training to new Team Members.
• Other duties as assigned.
• Work Hour Availability Requirements.
• 7/24/365 environment requiring open availability; rotating 8 or 12-hour shifts. On-call duties may be assigned as needed.
• Must have open availability to work weekends and holidays as required.

MINIMUM EDUCATION:

• High school completion plus a specialized technical or business course

JOB-RELATED EXPERIENCE:

• One year or more
• Knowledge & Skills.
• Demonstrates language proficiency (both verbal and written) in English, including proper grammar, spelling and punctuation. Clear and effective communication skills.
• Strong customer-service orientation and demonstrated customer-service skills.
• Must be proficient at typing and navigating the computerized work system while receiving and discussing verbal communication with the client.