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Job : Facilities Service Professional

Location :

Team : Operations

Availability :

Date posted : March 9, 2017

Retail :

The Facilities Service Professional – Call Center Support representative position is a front-line role that handles incoming client calls while working within a facilities case management tool. The FM-SP answers calls and emails related to facilities management from: employees, technicians, and vendors. The FM-SP is required to assess the nature of the request, document, and to dispatch to the appropriate party for resolution. All of these functions are delivered with a high focus on ensuring an optimal customer experience.

We currently have two shifts available.

One full time position: Monday-Friday 8:30am-5:00pm

One part time position M-F 3:00pm-8:00pm (these hours can be flexible)

Please note that we are not accessible by public transportation.

Job Responsibilities

  • Responds to routine inquiries;
  • Assesses the nature of the call and determine the most appropriate party to handle the call;
  • Processes incoming facilities work order requests via telephone and email, such as office moves, plumbing problems, light bulb changes, etc.;
  • Probe to understand and troubleshoot the root cause of the problem or request and determines the right party to service the work order;
  • Dispatches the work order through telephone or email to appropriate contact;
  • Sets appropriate turn-around time expectations with the client based on priority codes;
  • Ensures that all requests are accurate and handled in a timely manner;
  • Selects priorities and organizes work to meet them;
  • Proactively identifies work order trends and communicates to the Team Coordinator;
  • Follows approved policies and procedures; and
  • Resolves shift concerns and/or tasks with the Team Coordinator and co-workers.

Knowledge and Experience

  • Must be able to demonstrate customer service skills;
  • High school diploma required;
  • Call center experience preferred (inbound);
  • Extensive use of computer with experience with Microsoft Office products and the input of large amounts of data;
  • Switchboard or Helpdesk experience a plus;
  • Excellent listening skills and telephone skills;
  • Excellent professional communication and interfacing with customers and co-workers; and
  • Ability to manage multiple tasks simultaneously.
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