Description
JOB SUMMARY
Plays a crucial role within the team that requires an individual to display world class customer service in aiding clientele with facility related requests. The primary focus is providing exceptional customer service in the delivery of managing facilities work order requests, reception, meeting room services, copy/print services, mail services, shipping and other office services related tasks to the client.
Interfaces seamlessly with clientele, team members, and vendors to deliver an Integrated Facility Management program in accordance with Standard Operating procedures.
A successful individual in this role will encompass the capability to analyze and resolve complaints, efficiently switch between priorities, and deliver solutions in a customer service driven environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide world class customer service within each interaction including but not limited to: processing work orders for staff for all facilities related issues that are received via phone, online, e-mail and/or walk-in. Greets all visitors with a courteous and respectful demeanor.
Manage urgent work orders using established processes and implement escalation protocol as deemed necessary. Generate and dispatch work orders completion requests to the appropriate vendors by trades such as engineering, janitorial, Facility Manager, etc.
May communicate with internal and external clients to answer questions, disseminate or explain information, take orders, and address complaints. Responds to customer inquiries and concerns as well as follows up with customers to ensure customer satisfaction once vendor has completed the request. May answer telephones, direct calls, and take messages.
Coordinate and manage facility maintenance and repair services with property management team; assist with coordinating and scheduling of maintenance activities. May conduct regular facilities inspections as directed by the Facility management team.
May maintain and update filing, inventory, mailing, and database systems, either manually or using a computer. May type, format, proofread, and edit correspondence and other documents, from notes or dictating machines, using word processing software.
May perform a variety of facilities and maintenance duties such as processing work orders for maintenance, coordinating moves/adds/changes (MAC), taking inventory and ensuring adequate supplies.
May open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.
Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES
No formal supervisory responsibilities in this position.
TRAVEL
Required to travel between buildings within the Bay Area up to twice a quarter.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and EXPERIENCE
High school diploma or general education degree (GED) required. Minimum 2 years of related experience. 1-year of experience within a corporate office environment such as facilities, mailroom, office services/support is strongly preferred.
CERTIFICATES and/or LICENSES
None
COMMUNICATION SKILLS
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.
FINANCIAL KNOWLEDGE
Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.
REASONING ABILITY
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
OTHER SKILLS and ABILITIES
Proficient with Facilities Work Order systems is a plus. Basic to intermediate proficiency with Microsoft Word, Excel, and Outlook.
Physical ability to stand, stoop, walk, climb stairs/ladders, and lift heavy loads up to 50 lbs. or more.
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
SCOPE OF RESPONSIBILITY
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
Equal Opportunity and Affirmative Action Employer Women/Minorities/Persons with Disabilities/US Veterans
This job is no longer active.