Afterhours Facilities Coordinator

Job Description

Who we are:

23rd Group offers a wide range of services that include facility maintenance, project management, and construction. We enable multi-site companies to better manage their national footprints with a focus on reducing cost, apply innovative strategies and continuously improve the customer service experience. 23rd Group uniquely tailors it’s services to meet the evolving challenges associated with building, expanding and maintaining national facilities.

Who we are looking for:

We are currently seeking an experienced Customer Service Account Representative to join our growing after-hours operations team. The successful candidate must have strong organizational management skills and be able to demonstrate the ability to build long lasting relationships with our clients and vendors. Candidates should have a client-focused approach with experience in either facilities maintenance, facilities management, construction trades, or logistics.

Seeking applicants for THURSDAY- SUNDAY

The first 60-90 days of employment for this role will undergo in-office training on first shift (Monday to Friday, 8:00 a.m. to 5:00 p.m.).

What you will be doing:

• Process client requests for facility services according to established department policies and procedures.
• Provide effective and proactive communication with assigned clients and associated service locations to ensure expectations and requirements are met throughout the life cycle of the work order. Ensure all work is completed within the client's service level agreements.
• Develop and communicate scopes, quotes, and pricing for new work orders to the client.
• Proactively and consistently communicate with clients regarding work order status and updates, quotes and pricing, and addressing any issues that arise.
• Coordinate and manage all communication with contracted technicians relating to the work order – including dispatch, scheduling, scope expectations, and completion status.
• Confirm satisfactory completion of service calls on behalf of the client and the Company.
• Handle emergency requests and client escalations in a professional, customer-service focused manner.
• Create, maintain, and manage strong professional relationships with vendors and technicians servicing our clients.
• Manage the relationship with the client and all parties involved in the work order life cycle.
• Follow all Company-implemented processes, procedures, and models as it relates to work order management, documentation, follow up, and close out.
• Partner with our internal accounting department in closing out completed jobs and handling any pricing disputes.
• Ensure good working relationship with all internal departments – accounting, vendor relations, recruitment, and projects.
• Ensure consistent client communication regarding status of projects, proposals, performance times, follow-ups and outside of the box alternative solutions.
  
  

Your background, skills, and qualifications:

• 3 to 5 years of account management and/or customer-service focused experience in a call center, construction, facilities maintenance, facilities management, trade, or similar type of work environment.
• Experience in managing high-volume accounts in a fast-paced environment. Comfortable with processing a large volume of communication (phone calls, emails) and inputting that data into a management system.
• Thrives in a customer-service oriented environment.
• High level of business acumen - professional business writing and communication skills, flexible and adaptable to change, and maintains an entrepreneurial mindset.
• Well-developed time management and organizational skills. Excels at coordination and communication, creative problem solving, time management, organization, and a client-focused service mentality.
• Demonstrated ability to negotiate with technicians and subcontractors, while still maintaining an effective working relationship.
• Excellent PC skills (Excel, Word, PowerPoint, Internet)
• Strong verbal and written communication skills, required
• Bachelor’s degree is preferred
  
  

What we offer:

• Competitive compensation plan that includes medical, dental, and vision benefits, 401k plan with matching contribution, paid time off, and paid holidays.
• Opportunity to gain national account management exposure through the clients we serve.
• Ability to grow within one of Inc. 5000’s fastest growing private companies.
  
  

Company Description

Inc. 5000 list the fastest growing privately-held companies in the US. 23rd Group has been recognized on the Inc 5000 list for the 3rd consecutive year.

23rd Group is an innovative company offering a full range of construction and facility management services to enable multi-site companies manage diverse real estate portfolios. We uniquely tailor our services to meet the evolving challenges associated with building, expanding and maintaining national facilities.

Our teams in vendor management, sourcing, dispatch management, maintenance repairs & service, and construction management leverage their relationships with more than 3,000 service providers and contractors to serve over 12,000 customer locations in retail, restaurants, medical, banking, petroleum, and other commercial sectors.

Inc. 5000 list the fastest growing privately-held companies in the US. 23rd Group has been recognized on the Inc 5000 list for the 3rd consecutive year. 23rd Group is an innovative company offering a full range of construction and facility management services to enable multi-site companies manage diverse real estate portfolios. We uniquely tailor our services to meet the evolving challenges associated with building, expanding and maintaining national facilities. Our teams in vendor management, sourcing, dispatch management, maintenance repairs & service, and construction management leverage their relationships with more than 3,000 service providers and contractors to serve over 12,000 customer locations in retail, restaurants, medical, banking, petroleum, and other commercial sectors.