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Facility Coordinator (Remote - EST)

ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors. ServiceChannel is well established, but even after almost 20 years we still retain the spirit of a startup. We are primed for success and we are currently on a high growth trajectory. We are committed to creating a great product for our customers and a great work environment for our employees to succeed professionally and personally.

The right person for ServiceChannel's Facilities Coordinator has strong prioritization skills and can work independently. This role is designated to a single client, assisting with the administration and follow up on service requests to their locations. The Facilities Coordinator will be available between the hours of 9am - 6pm EST and rotating weekend shifts. This ServiceChannel resource will be an expert in the utilization of the ServiceChannel platform and can work as a point of contact for the Client, provide follow up, and serve as a system administrator.

Key Responsibilities

  • This is a remote-based, customer service focused role, that will require you to monitor and respond to inbound Zendesk requests, triaging and prioritizing assistance requests as needed. You will be asked to:
  • Respond quickly and efficiently to inbound support inquiries
  • Provide baseline training and guidance to Clients and Providers on ServiceChannel applications
  • Identify system issues and report to Development Team
  • Partner with Facility Managers and coordinate service
    • Adding Vendors to locations
    • Advising Vendors of proper procedure
  • Provide Special Project assistance
  • Ensure client satisfaction
  • Monitor and Evaluate Facility Emergency Work Orders
    • Dispatch service requests to vendors
    • Follow up on dispatched work orders ensuring the process is adhered to
    • Contact Facility Locations to verify service was completed to satisfaction
  • Documentation will need to be provided on each assigned request, requiring attention to detail and strong written communication.
  • Effectively work with a team
    • Collaborate, Communicate, and Knowledge Transfer to maintain a seamless workflow

    Required Skills & Experience

    • One to two years experience working in a high volume help desk role.
    • A demonstrated ability to provide support and guidance on fundamental computer applications and product specific technical questions, particularly in a fast-paced environment. Experience in the Facilities Management industry preferred.
    • Verbal and written English proficiency, including the ability to easily understand instructions and feedback and to respond fluently and precisely.
    • Strong attention to detail - Accurately capture specific pieces of information (details) and the ability to document these details in the written form, while speaking with the caller as well as following processes correctly .
    • Ability to quickly learn new tasks and follow direction.
    • Adaptive and responsive to feedback and open to updating processes where required.
    • Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts.
    • Willingness and desire to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence.
    • Ability to work independently from home with a strong record of attendance and punctuality. On time attendance to scheduled shifts is required in this role.
    • This is a remote position covering the East Coast time zone (9am Pacific - 6pm Eastern).
    • High School Diploma or GED.

    Preferred Skills & Experience

    • Experience with Facilities Management in a Restaurant or Hospitality setting
    • Record of success supporting Enterprise B2B SaaS products

    Why Work for Us?

    Our work environment is dynamic, collaborative, and entrepreneurial - We are firm believers in working to live and not living to work. Don't get us wrong, we work hard and do what it takes to get the job done, but we value a healthy work/life balance and have a lot of fun along the way. Our company is filled with foodies, music lovers, travelers and sports nuts. We are looking for energetic, positive, creative problem solvers who don't mind digging in and getting their proverbial hands dirty.

    In addition to striving to create the best possible environment for our ServiceChannel team members, we also support them outside of work as well through generous medical, dental, and vision insurance, life insurance, 401k with match, a flexible time-off policy, and paid parental leave. Our greatest benefit, however, is our amazing ServiceChannel team!

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