Job Description

:Who We AreBGIS 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 atSUMMARYThe Bilingual Facilities Services Coordinator- Hybrid provides customer service and front line support to BGIS clients with respect to the maintenance and operations of their buildings. 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 Facilities Services Coordinator I is required to provide service in English and French OR English and Spanish.The Operations Centre is a critical environment within BGIS, responsible for receiving and dispatching facilities service requests for its clients - 24/7/365. Currently, the Operations Centre provides facilities management support to over 40 clients across different industries and handles over 900,000 service requests a year. The work environment is fast-paced and client-service focused. In order to ensure ongoing performance success, Operations Centre team members are measured against service delivery metricsKEY DUTIES & RESPONSIBILITIES\xc2\xb7 Learns client account details, the service request/work order management systems, the telephony system and BGIS Operations Centre policies, processes and operating procedures\xc2\xb7 Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line Facility Managers\xc2\xb7 Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests\xc2\xb7 Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties\xc2\xb7 Provides customer service support in either English and French OR English and Spanish\xc2\xb7 Participates in program initiatives undertaken by the Operations Centre\xc2\xb7 Maintains confidentiality of client account information and other confidential information and conducts work in a professional manner\xc2\xb7 May be required to demonstrate Operations Centre capabilities to potential and/or existing clients and to prospective hires by having such people y-chord into live calls\xc2\xb7 May be required to provide training to new Team Members\xc2\xb7 Other duties as assignedWork Hour Availability Requirements\xc2\xb7 7/24/365 environment requiring open availability; rotating shifts between 6:00am and 11:00pm EST\xc2\xb7 Weekends and holiday work availability on a rotational basis\xc2\xb7 May be required to work overtimeMINIMUM EDUCATION: High school completion plus a specialized technical or business courseJOB-RELATED EXPERIENCE: One year or lessKNOWLEDGE AND SKILLS\xc2\xb7 Demonstrates language proficiency (both verbal and written) in English and French OR English and Spanish, including proper grammar, spelling and punctuation. Clear and effective communication skills in all languages\xc2\xb7 Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance is an asset\xc2\xb7 Strong customer service orientation and demonstrated customer service skills\xc2\xb7 Demonstrated ability to learn new processes, tools and other relevant information quickly, with proven ability to apply learning to the job\xc2\xb7 Ability to effectively multitask while working in a fast-paced, multi-client environment with ability to apply various client-specific business processes to individual service request situations\xc2\xb7 Demonstrated ability to gather information, accurately assess issues and assign level of priority; effective probing and problem solving skills\xc2\xb7 Demonstrated organizational skills\xc2\xb7 Ability to sustain concentration over a prolonged period of time and pay attention to details\xc2\xb7 Demonstrated computer proficiency including solid keyboarding skills\xc2\xb7 Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.Licenses and/or Professional Accreditation\xc2\xb7 None requiredAt 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!#LI-Remote#LI-RM1

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