Job Description

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Who We Are
BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6,500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients' businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. Further information is available at
SUMMARY
The Bilingual (English/French) Facilities Services Coordinator provides customer service and front-line support to BGIS clients with respect to the maintenance and operations of their buildings and sites. Specific responsibilities include, but are not limited to, handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests.
The BGIS Oil and Gas Operations Centre is a critical environment within BGIS, responsible for receiving and dispatching facilities service requests on behalf of its clients - 7/24/365. The work environment is fast-paced, and client-service focused. In order to ensure ongoing performance success, the Oil and Gas Operations Centre team members are measured against service delivery metrics.
KEY DUTIES & RESPONSIBILITIES

• Learns client account details, the service request/work order management systems, the telephony system and BGIS Operations Centre policies, processes and operating procedures
• Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers
• Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests
• Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties
• Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and the communication of information.
• Provides customer service support
• Participates in program initiatives undertaken by the Operations Centre
• Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner.
• May be required to demonstrate Operations Centre capabilities to potential and existing clients and to prospective hires by having such people Y-cord into live calls.
• May be required to provide training to new Team Members.
• Other duties as assigned.

Work Hour Availability Requirements
7/24/365 environment
Weekends and holiday work availability on a rotational basis.
May be required to work overtime
MINIMUM EDUCATION: High school completion plus a specialized technical or business course
JOB RELATED EXPERIENCE: One year or less
Knowledge & Skills

• Demonstrates language proficiency (both verbal and written) in English and French, including proper grammar, spelling and punctuation. Clear and effective communication skills
• Strong customer-service orientation and demonstrated customer service skills.
• Demonstrated ability to learn new processes, tools and other relevant information quickly, with proven ability to apply learning to the job.
• Ability to work in a fast-paced, multi-client environment with ability to apply various client-specific business processes to individual service request situations.
• Demonstrated ability to gather information, accurately assess issues and assign level of priority; effective probing and problem-solving skills.
• Demonstrated organizational skills.
• Ability to sustain concentration over a prolonged period and pay attention to details.
• Demonstrated computer proficiency including solid keyboarding skills.
• Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.

Asset

• Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset.

Licenses and/or Professional Accreditation

• None required

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!

Skills Required