Facilities Customer Service Coordinator

3 months ago

Norristown, United States EMCOR Group Full time

** Facilities Customer Service Coordinator - Exterior Services**

**Job Category****:** Operations Services **Requisition Number****:** FACIL016939 Showing 1 location **Job Details**

**Description**

USM, a wholly owned subsidiary of EMCOR Group, Inc., is a leading provider of essential facilities maintenance services, including interior and exterior services and electrical, mechanical and plumbing services, to national and regional commercial customers that maintain multi-site portfolios across wide geographic areas. With its highly developed proprietary network of over 11,000 service partners, USM delivers consistent facilities maintenance services across a nationwide footprint for approximately 150 customers in over 80,000 locations in all 50 states, Puerto Rico, and Canada.

**Job Title:** Facilities Customer Service Coordinator

**Job Summary:** The Facilities Customer Service Coordinator is a key contributor in the execution of USMs customer commitments. This position is responsible for being the first point of contact for customers and suppliers, providing accurate and timely information, assisting customers and suppliers with their concerns and resolving issues when applicable, managing voicemail, and third party systems. This position works in partnership with other members of the team to ensure all service issues are addressed in a timely manner based on the requirements of the customers and suppliers, and has a significant responsibility directly impacting business profitability.

**Essential Duties and Responsibilities:**

Answers and completes inbound/outbound communications (phone, email, etc.) as assigned. Projects a professional and positive image of USM to all customers and suppliers. Documents all notes/issues/escalations in companys work order management system so that they can be acted upon in a timely and accurate manner.

Resolves service issues with customers and suppliers when applicable and escalates when appropriate.

Manages recurring services and their statuses as well as all additional customer requests (above scope and on-demand services) from obtaining quotes and writing proposals to service completion/verification.

Reviews daily, weekly, and monthly Integrated Voice Response (IVR) reporting for exceptions and addresses with appropriate parties via telephone and email, as applicable.

Reviews and analyzes field inspection reports submitted by field associates and enters appropriate work orders or issues into proprietary database.

Reconciles billing and service level data provided from third party systems with USM proprietary database on daily, weekly, and monthly basis.

Any other duties as requested by management.

**Qualifications:**

USM requires all new hires who will be required to work onsite, whether regularly or sporadically, to be vaccinated for COVID-19. This position will require the successful candidate to show proof of a complete COVID-19 vaccination. USM is an equal opportunity employer, and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.

BA/BS from an accredited college or university or equivalent in education and work experience.

Minimum 2-3 years experience working in a high volume, fast paced customer service role.

Microsoft Excel & Word. Customer Relationship Management (CRM) experience managing facility service, or similar, work orders.

Must be able to shift schedule during our busy winter season and be available for overtime.

**We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled**

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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