Facilities Service Support Specialist

1 week ago

Norristown, Pennsylvania, United States EMCOR Group Full time

Facilities Customer Service Coordinator - Exterior Services

Job Category: Operations Services Requisition Number: FACIL016939

Overview

EMCOR Group, Inc. is a premier provider of essential facilities maintenance solutions, encompassing both interior and exterior services, along with electrical, mechanical, and plumbing support. We cater to national and regional commercial clients managing extensive multi-site portfolios across diverse geographic regions. With a robust proprietary network of over 11,000 service partners, we ensure consistent facilities maintenance across a nationwide presence for approximately 150 clients in over 80,000 locations throughout all 50 states, Puerto Rico, and Canada.

Position Summary

The Facilities Customer Service Coordinator plays a pivotal role in fulfilling EMCOR's commitments to its clients. This position serves as the primary point of contact for clients and suppliers, delivering accurate and timely information, addressing concerns, and resolving issues as necessary. The coordinator manages voicemail and third-party systems, collaborating with team members to ensure that all service-related matters are addressed promptly according to client and supplier requirements, significantly influencing business profitability.

Key Responsibilities

  • Handle and complete inbound/outbound communications (phone, email, etc.) as assigned, projecting a professional and positive image of EMCOR to all clients and suppliers.
  • Document all notes, issues, and escalations in the company's work order management system for timely and accurate action.
  • Resolve service-related issues with clients and suppliers when applicable, escalating matters when necessary.
  • Manage recurring services and their statuses, along with additional client requests, from obtaining quotes to service completion and verification.
  • Review daily, weekly, and monthly Integrated Voice Response (IVR) reports for exceptions and address them with the appropriate parties.
  • Analyze field inspection reports submitted by field associates and enter relevant work orders or issues into the proprietary database.
  • Reconcile billing and service level data from third-party systems with EMCOR's proprietary database on a regular basis.
  • Perform any other duties as requested by management.

Qualifications

EMCOR requires all new hires who will be required to work onsite, whether regularly or sporadically, to be vaccinated for COVID-19. This position will necessitate the successful candidate to provide proof of complete COVID-19 vaccination. EMCOR is an equal opportunity employer and will provide reasonable accommodations to individuals unable to be vaccinated in accordance with federal, state, and local laws.

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

A minimum of 2-3 years of experience in a high-volume, fast-paced customer service environment is essential.

Proficiency in Microsoft Excel and Word, along with Customer Relationship Management (CRM) experience managing facility service work orders, is necessary.

Flexibility to adjust schedules during peak seasons and availability for overtime is expected.

We offer a competitive salary and a comprehensive benefits package, always seeking individuals with the talent and skills to contribute to our ongoing growth and success. Equal Opportunity Employer/Veterans/Disabled

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