Facilities 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 is seeking a Facilities Coordinator to work in a highly customer service focused role that will require you to oversee several customer facing systems supporting our clients and service providers. Each interaction is expected to be handled with a high level of professionalism and knowledge to support our client's facility needs and overall ServiceChannel platform assistance.

Key Responsibilities

• Respond quickly and efficiently to inbound support inquiries via our Zendesk helpdesk platform, emails and phone calls.
• Provide baseline training and guidance to Clients and Providers on ServiceChannel applications.
• Identify system issues and report them to our Development Team.
• Close the communication loop on any and all inquiries or issues in a timely and professional manner.
• Partner with our Client’s Facility Managers and coordinate service.
• Manage compliance with scheduled maintenance services.
• Review work order requests for cost saving opportunities related to the asset/equipment being repaired (Warranty, Landlord etc).
• Provide special project assistance with customer facing initiatives as they arise.
• Monitor and evaluate facility emergency work orders.
• Monitor internal reporting tools to ensure that processes are being adhered to.
• Conduct quarterly business review presentations with customers.
• Conduct weekly/biweekly operations meetings with clients.
• Effectively work with cross functional teams to support internal and external initiatives.
• Collaborate, communicate, and knowledge transfer to maintain a seamless workflow.

Skills & Experience

• 1-2 years' experience working in a facilities support role.
• Experience providing support and guidance on fundamental computer applications and product specific technical questions, particularly in a fast-paced environment.
• Experience in the Facilities Management preferably within restaurant, hospitality, medical, veterinary, or retail setting.
• Verbal and written English proficiency, including the ability to easily understand instructions and feedback and to respond fluently and precisely.
• A high proficiency in Microsoft Excel and PowerPoint is required.
• Strong attention to detail - Accurately capture specific pieces of information (details) and the ability to document these details in the written form.
• Adaptive and responsive to feedback and open to updating processes where required.
• Ability to work independently from home with a strong record of attendance and punctuality.
• Must possess demonstrated time management, organizational, and problem-solving skills.
• Ability to work within US eastern time zone.
• Comfortable being on camera for remote meetings with Clients and Team Meetings.
• Experience using Salesforce and Gainsight is preferred.
• High School Diploma or GED.
• Record of success supporting Enterprise B2B SaaS products.