Senior Facility Coordinator

ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors. ServiceChannel is well established, but even after almost 20 years we still retain the spirit of a startup. We are primed for success, and we are currently on a high growth trajectory. We are committed to creating a great product for our customers and a great work environment for our employees to succeed professionally and personally.

ServiceChannel Managed is seeking a Senior Facility Coordinator to join our Managed Services department supporting one or more customers as their primary contact. You will play a vital role in ensuring our customers achieve their desired outcomes while they use ServiceChannel’s platform products and services. Each interaction is expected to be handled with a high level of professionalism and knowledge to support our customers facility needs.

Key Responsibilities

• Issue Resolution: Promptly address and resolve any Customer issues or concerns to ensure satisfaction and continuity of service.
• Customer Relationship Management: Build and maintain strong relationships with Customers to foster loyalty and long-term engagement.
• Proactive Support: Anticipate Customer needs and address potential issues before they escalate.
• Performance Monitoring: Track Customer usage and satisfaction metrics to ensure they derive maximum value from ServiceChannel products and services.
• Best Practices: Share best practices with Customers and providers on ServiceChannel applications.
• System Issue Identification: Identify and report system issues to the Development Team for resolution.
• Cost-Saving Reviews: Review work order requests for cost-saving opportunities related to asset or equipment repairs (e.g., warranty, landlord).
• Special Project Assistance: Assist with customer-facing initiatives and special projects as they arise.
• Emergency Work Order Monitoring: Monitor emergency work orders to ensure timely and effective communication and resolution to the customer
• Quarterly Business Reviews: Conduct quarterly business review presentations with customers to discuss performance and opportunities for improvement.
• Operations Meetings: Conduct regular operations meetings (weekly, biweekly, or monthly) with Customers to review ongoing activities and address any concerns.
• Cross-Functional Collaboration: Work effectively with cross-functional teams to support both internal and external initiatives.

Required Skills & Experience

• Experience: 3-5 years in facilities work order management (Restaurant, Hospitality, Medical/Veterinary, or Retail).
• Industry Knowledge: Strong knowledge of facilities management and customer success best practices.
• Customer Relationship Management: Proven track record of managing customer relationships and ensuring high satisfaction.
• Technical Skills: Proficiency in Microsoft Excel and PowerPoint.
• Communication: Excellent verbal and written English skills; ability to understand and respond to instructions and feedback clearly.
• Interpersonal Skills: Proven ability to build and maintain positive relationships with customers, providers, and team members.
• Customer Focus: Ability to address customer issues promptly with compassion and effective resolution.
• Attention to Detail: High level of accuracy and detail orientation.
• Analytical Skills: Ability to review and analyze data for cost-saving opportunities and process improvements.
• Adaptability: Coachable and responsive to feedback; open to updating processes.
• Independence: Ability to work independently from home with a strong record of attendance and punctuality.
• Organizational Skills: Exceptional organizational and time management abilities.
• Flexibility: Ability to handle special projects and emergencies; flexible schedule, with occasional evening or weekend coverage.
• Comfort with Remote Work: Comfortable being on camera for remote meetings.
• Education: Bachelor's degree in business administration, facilities management, customer service, or a related field.

Preferred Skills & Experience

• A degree in business administration, facilities management, customer service, or a related field.
• Proficiency in facilities management software (e.g., ServiceChannel) and customer relationship management (CRM) tools (Salesforce/Gainsight)

Why Work for Us?

Our work environment is dynamic, collaborative, and entrepreneurial - We are firm believers in working to live and not living to work. Don’t get us wrong, we work hard and do what it takes to get the job done, but we value a healthy work/life balance and have a lot of fun along the way. Our company is filled with foodies, music lovers, travelers and sports nuts. We are looking for energetic, positive, creative problem solvers who don’t mind digging in and getting their proverbial hands dirty.

In addition to striving to create the best possible environment for our ServiceChannel team members, we also support them outside of work as well through generous medical, dental, and vision insurance, life insurance, 401k with match, a flexible time-off policy, and paid parental leave. Our greatest benefit, however, is our amazing ServiceChannel team!