Service Response Coordinator (Remote)

Service Response Coordinator (Remote)

The Facilities Service Coordinator supports Facilities Operations by dispatching service technicians/vendors through a CMMS technology platform to Aramark client locations requiring maintenance repairs or preventative service. Responds to inbound inquiries received by phone, email or through a CMMS, generates work orders, dispatches service technicians/vendors, and follows through to ensure the service is completed in a timely and satisfactory manner. This is generally a remote/telecommuting position.

Job Responsibilities:

• Use professional etiquette/communication style to handle incoming inquiries received by multiple communication channels (phone, email, CMMS work orders, etc.) regarding service maintenance and repair requests for core trade services (plumbing, electrical, HVAC, carpentry, appliances, pest control, etc.) as well as with interactions with Vendors, Clients/Customers, and Facilities team
• Dispatch service technicians/vendors in a timely manner using approved service providers and communicating pertinent information needed to provide assistance to clients
• Utilize available technology systems to thoroughly and accurately gather information, monitor, troubleshoot, and document the progression of work orders. Identify and escalate infrastructure challenges
• Follow up with service technicians/vendors to ensure completion of services, and with customers to ensure satisfaction following completed work order
• Assist clients and service technicians/vendors with general customer service inquiries; act as a liaison to resolve other issues as they arise; escalate issues as needed to Service Response Manager (SRM) and/or General Manager
• Rotational after-hours on-call schedule requirements, to include some holidays and weekends. May be required to operate in a remote environment and satisfactorily accomplish day to day operations without consistent direction and guidance

Qualifications:

• Previous experience in a service dispatch or customer service role within a call center environment preferred
• Previous experience in maintenance is highly preferred. Manufacturing experience is a plus
• Strong ability to handle multiple tasks at once; prioritize activities based on urgency and importance; adhere to appropriate productivity standard; and take appropriate action with little supervision
• High attention to detail; able to enter data in an efficient and accurate manner
• Superior customer service skills; must be passionate about delivering quality service and making a difference in the client experience
• Effective oral and written communication skills; must demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality
• Possess strong computer skills with the ability to navigate through multiple applications including basic Microsoft Office navigation
• Must be dependable by demonstrating exceptional habits of attendance and schedule adherence, and available for a rotational after-hours on-call schedule, to include nights and weekends