Note: The job is a remote job and is open to candidates in USA. ServiceChannel is the leading cloud-based service automation platform for facilities management, and they are seeking a Facility Coordinator to support customers as their primary contact. The role involves ensuring customer satisfaction, managing relationships, and proactively addressing customer needs while utilizing ServiceChannel’s platform products and services.
Responsibilities
- Promptly address and resolve any Customer issues or concerns to ensure satisfaction and continuity of service
- Build and maintain strong relationships with Customers to foster loyalty and long-term engagement
- Anticipate Customer needs and address potential issues before they escalate
- Track Customer usage and satisfaction metrics to ensure they derive maximum value from ServiceChannel products and services
- Share best practices with Customers and providers on ServiceChannel applications
- Identify and report system issues to the Development Team for resolution
- Review work order requests for cost-saving opportunities related to asset or equipment repairs (e.g., warranty, landlord)
- Assist with customer-facing initiatives and special projects as they arise
- Monitor emergency work orders to ensure timely and effective communication and resolution to the customer
- Conduct quarterly business review presentations with customers to discuss performance and opportunities for improvement
- Conduct regular operations meetings (weekly, biweekly, or monthly) with Customers to review ongoing activities and address any concerns
- Work effectively with cross-functional teams to support both internal and external initiatives
Skills
- 1-2 years in facilities work order management (Restaurant, Hospitality, Medical/Veterinary, or Retail)
- Strong knowledge of facilities management and customer success best practices
- Proven track record of managing customer relationships and ensuring high satisfaction
- Proficiency in Microsoft Excel and PowerPoint
- Excellent verbal and written English skills; ability to understand and respond to instructions and feedback clearly
- Proven ability to build and maintain positive relationships with customers, providers, and team members
- Ability to address customer issues promptly with compassion and effective resolution
- High level of accuracy and detail orientation
- Ability to review and analyze data for cost-saving opportunities and process improvements
- Coachable and responsive to feedback; open to updating processes
- Ability to work independently from home with a strong record of attendance and punctuality
- Exceptional organizational and time management abilities
- Ability to handle special projects and emergencies; flexible schedule starting at 8 AM EST, with occasional evening or weekend coverage
- Comfortable being on camera for remote meetings
- Bachelor's degree in business administration, facilities management, customer service, or a related field
- A bachelor's 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)
Benefits
- Medical, dental, and vision insurance
- Life insurance
- 401k with match
- Flexible time-off policy
- Paid parental leave
- HSA
- Life and LTD insurance
Company Overview
ServiceChannel is the cloud-based service automation platform for facility maintenance and repair services. It was founded in 1999, and is headquartered in Pleasanton, California, USA, with a workforce of 201-500 employees. Its website is https://www.servicechannel.com.