account CoordinatorCBRE

JOB 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 AND 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 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
CERTIFICATES and/or LICENSES
None
COMMUNICATION SKILLS:
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
FINANCIAL KNOWLEDGE:
Ability to calculate simple figures such as percentages.
REASONING ABILITY:
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
SCOPE OF RESPONSIBILITY:
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
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CBRE

Makati City, Metro Manila
Permanent
Full-time