[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.
• Providing 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.

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 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 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 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.

Company Description

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!