EOI: Account Coordinator

　　Job ID

　　150285

　　Posted

　　19-Feb-2024

　　Role type

　　Full-time

　　Areas of Interest

　　Customer Service

　　Location(s)

　　Makati City - National Capital Region - Philippines

　　POSITION SUMMARY:

　　The Account Coordinator works with our customers, service providers, and employees to deliver some combination of FacilitySource’s services with the highest level of customer service, both by taking care of facilities issues quickly and completely and by helping clients achieve their maintenance objectives: process, control, cost, information, communications, and quality. Accountable for successfully managing the work order resolution process.

　　DUTIES & RESPONSIBILITIES:

　　Executes the operational processes for work order management and service partner follow up

　　Coordinates maintenance repair work orders: timely and complete dispatch, scheduling, follow-up, , problem resolution, including critical thinking and post-service activities.

　　Reviews and prioritizes open work orders for follow-up and attention based on age, status, or other factors; performs appropriate follow-up until work order is closed

　　Clearly and effectively communicates verbally and in writing with clients and service providers daily to maintain a first-class relationship using phone, email, reports and internal and 3rd-party systems

　　Works with internal groups (Support Center, Supply Chain Management, Energy Management System department, Billing, and others) to communicate customer requirements and to resolve any challenges, issues, or new opportunities

　　Works with client and service provider personnel to maintain and troubleshoot system access and usability

　　Provides required reporting, data, and dispatch updates for assigned client(s)

　　Conducts periodic weekly calls to discuss any updates, checkups, and basic information sharing

　　Manages client specific programs such as landlord, warranty, inactive locations, etc.

　　Supports Digital & Technology development by providing user acceptance testing for system releases

　　Monitors/updates system reconciliation reports

　　Administers onsite “do not exceed” requests

　　Assists with service provider invoice collection and auditing

　　Performs other duties, activities, or projects as assigned

　　May require participating in afterhours call rotation for dispatching and following up on afterhours emergencies

　　SKILLS & QUALIFICATIONS:

　　Knowledge, Skills & Abilities:

　　Knowledge of customer service principles and practices

　　Demonstrated problem-solving and critical thinking skills

　　Proficiency with MS Office (Outlook, Excel, Word) and other systems

　　Demonstrated professional verbal and written communication skills

　　Familiar and comfortable with making outbound calls

　　Able to excel in a Performance Based Culture. Required to meet weekly targets for Utilization, Number of Work Orders worked, Talk time and Actions per ticket

　　EDUCATION & EXPERIENCE:

　　High School diploma or GED (General Education Degree) required. Associate’s or Bachelor's degree preferred.

　　Customer service-related experience required

　　Previous facilities management experience preferred

　　Project management or trade experience / expertise helpful

　　Engineering and/or Maintenance related experience/training preferred

　　CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)