[Hiring] Bilingual Facilities Services Coordinator @BGIS

Role Description

The Bilingual Facilities Services Coordinator (English/French) 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.
• Initiating work orders to support timely fulfillment and resolution of client requests.

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.

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 Facility 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.
• Provides customer service support in either English and French OR English and Spanish.
• Participates in program initiatives undertaken by the Operations Centre.
• Maintains confidentiality of client account information and other confidential information and conducts work in a professional manner.
• 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.
• May be required to provide training to new Team Members.
• Other duties as assigned.

Work Hour Availability Requirements

• 7/24/365 environment requiring open availability; rotating shifts between 6:00am and 11:00pm EST.
• Weekends and holiday work availability on a rotational basis.
• May be required to work overtime.

Qualifications

• High school completion plus a specialized technical or business course.

Requirements

• One year or less of job-related experience.

Knowledge and Skills

• Demonstrates language proficiency (both verbal and written) in English and Spanish, including proper grammar, spelling, and punctuation.
• Clear and effective communication skills in all languages.
• Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance is an asset.
• 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 effectively multitask while working in a fast-paced, multi-client environment.
• 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 of time 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.

Licenses and/or Professional Accreditation

• None required.

Benefits

• We believe that diversity and inclusion is a key business driver.
• We are committed to maintaining a barrier-free recruitment process.
• We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success.