Facilities Coordinator

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.

ServiceChannel is seeking a Facilities Coordinator to work in highly customer service focused role that will require you to oversee several customer facing systems supporting our clients and service providers. Each interaction is expected to be handled with a high level of professionalism and knowledge to support our clients facility needs and overall ServiceChannel platform assistance.

Key Responsibilities

• Respond quickly and efficiently to inbound support inquiries via our Zendesk helpdesk platform, emails and phone calls.
• Provide baseline training and guidance to Clients and Providers on ServiceChannel applications
• Identify system issues and report them to our Development Team
• Closing the communication loop on any and all inquiries or issues in a timely and professional manner
• Partner with our Client’s Facility Managers and coordinate service
• Managing compliance with scheduled maintenance services
• Reviewing work order requests for cost saving opportunities related to the asset/equipment being repaired (Warranty, Landlord etc)
• Provide Special Project assistance with customer facing initiatives as they arise
• Monitor and Evaluate Facility Emergency Work Orders
• Monitor internal reporting tools to ensure that process are adhered to.
• Responsible for conducting quarterly business review presentations with customers.
• Conduct weekly/biweekly operations meetings with clients.
• Effectively work with cross functional teams to support internal and external initiatives.
• Collaborate, Communicate, and Knowledge Transfer to maintain a seamless workflow.

Required Skills & Experience

• 1-2 years experience working in a facilities support role.
• Experience providing support and guidance on fundamental computer applications and product specific technical questions, particularly in a fast-paced environment. Experience in the Facilities Management industry required.
• Verbal and written English proficiency, including the ability to easily understand instructions and feedback and to respond fluently and precisely.
• A high proficiency in Microsoft Excel and Power Point is required.
• Strong attention to detail - Accurately capture specific pieces of information (details) and the ability to document these details in the written form.
• Adaptive and responsive to feedback and open to updating processes where required.
• Collaboration and teamwork is a must. Team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development.
• 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.
• Must possess demonstrated Time Management, Organizational and Problem-Solving skills.
• These are remote positions covering 8a-5p in your respective time zone.
• Requires a comfort level of being on camera for remote meetings with Clients and Team Meetings.
• Experience using Salesforce and Gainsight is preferred.
• High School Diploma or GED.

Preferred Skills & Experience

• Experience with Facilities Management in a Restaurant, Hospitality, Medical/Veterinary or Retail 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!