Customer Service Representative

Customer Service Representative / Operations Coordinator

We are seeking a Customer Service Representative / Operations Coordinator to serve as the primary point of contact for facility operations and service delivery. This role provides essential support to building occupants while maintaining operational excellence and compliance standards.

Key Responsibilities

• Service Request Management : Process service requests efficiently through creation, updates, closure, queuing, and email communications in accordance with SLA requirements

• Resource Coordination : Schedule and manage shared resources to optimize facility operations and occupant satisfaction

• Information Hub : Serve as primary reference point for site information, directing occupants to appropriate resources and maintaining current knowledge of facility operations

• System Administration : Maintain proficiency in key systems and applications including websites, databases, and metrics platforms

• Training & Development : Assist with onboarding and training new employees on processes and procedures

• Project Support : Provide assistance with special projects and initiatives as assigned

• Relationship Management : Support Property Relationship Leads (PRL) with client communications and facility coordination

• Emergency Response : Participate in evacuation drills, take shelter procedures, and emergency response protocols

Performance Metrics

• Meet all compliance requirements including average talk time, after-call work (ACW), self-serve utilization, error rates, and RONA standards
• Complete all scheduled training requirements within designated timeframes
• Maintain customer satisfaction scores and response time objectives

Required Skills

• High school diploma or equivalent
• 1-2 years of customer service or administrative experience
• Strong verbal and written communication skills
• Proficiency in computer systems, databases, and Microsoft Office Suite
• Ability to multitask and prioritize in fast-paced environment
• Professional phone etiquette and customer service orientation
• Detail-oriented with strong organizational skills

Preferred Skills

• Experience in facilities management or property operations
• Knowledge of building systems and maintenance processes
• Experience with work order management systems
• Previous training or mentoring experience
• Familiarity with emergency response procedures