This position within our multilingual Operations Centre is not your typical call centre role – it’s a great career opportunity with real growth potential. An effective communicator with a strong client service orientation and multi-tasking abilities, you’re ready to contribute towards ensuring high quality control targets and service level agreements.

Reporting to the Team Development Manager, you will provide customer service and front-line support to our corporate real estate clients with respect to the maintenance and operations of their buildings. Your primary responsibilities as a Facilities Services Coordinator will involve handling inbound service requests received via telephone, email and web interface, and initiating work orders to support the timely fulfillment and resolution of client requests. As part of our Facilities Management line of business, and the public face of Brookfield Johnson Controls, our Operations Centre handles over 720,000 contacts annually from clients from across Canada and in the U.S. This “work hard, play hard” collaborative team environment is a great learning ground where you will receive six to eight months of training, get to know the various divisions within our company, enjoy the mentorship of a supportive management team, and be recognized for your performance.

To meet 24/7/365 operational needs, you must be available to work rotating shifts between 6am and 11pm EST., as well as weekends and holidays on a rotational basis. Overtime may be required.

KEY RESPONSIBILITIES

Your primary role as a Facilities Services Coordinator will encompass a wide variety of duties. Specifically, you will:

Become familiar with client account details, the service request and work order management systems, the telephony system and Operations Centre policies, processes and operating procedures.
Fill basic client requests, creating and dispatching work orders to the appropriate internal and external service providers and relaying appropriate information to front-line Facilities Managers.
Assess and accurately assign a level of priority to facilitate the timely fulfillment of service requests.
Learn techniques for troubleshooting service issues and communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties.
Receive guidance and support in completing service requests, including activities such as proper work order processing, dispatching and the communication of information.
Participate in program initiatives undertaken by the Operations Centre.
Maintain professionalism at all times and confidentiality of client account and other information.
Demonstrate, if required, Operations Centre capabilities to potential and existing clients as well as prospective hires.
Provide training to new Team Members, as/if required.

ESSENTIAL QUALIFICATIONS

To be up to the challenges of this Facilities Services Coordinator role, you must have a profile that includes:

Up to 1 year of relevant experience.
Some post-secondary Technical or Business courses, in addition to a high school diploma.
Clear, effective verbal and written communication skills, with demonstrated proficiency in grammar, spelling and punctuation.
A strong customer service orientation.
Demonstrated ability to learn new processes, tools and other relevant information quickly, and apply that learning to the job.
Ability to work in a fast-paced, multi-client environment and apply various client-specific business processes to individual service request situations.
Effective probing and problem-solving skills, with a demonstrated ability to gather information, assess issues accurately and assign the appropriate level of priority.
Demonstrated organizational skills.
Ability to sustain concentration over a prolonged period of time and pay attention to details.
Demonstrated strong computer proficiency, including solid keyboarding skills.
Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.

ASSETS

Basic understanding of the facilities and/or property management industry.
Knowledge of facility operations and maintenance.

TO APPLY:

If you have the skills and experience required for this position, please forward your resume to:

E-mail: nancy.worsfold@brookfieldjci.com