Service Coordinator

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Our client, a general contractor focused on retail and commercial renovations is looking for a Service Coordinator/Facilities Coordinator to join their growing team. The ideal candidate comes from customer service within the construction/home improvement/plumbing/electrical/retail world and has excellent customer service skills.

Job Summary

As a Service Coordinator, you will manage maintenance and repair service requests from retail and commercial clients across Canada in both French and English. This role involves coordinating day-to-day activities to ensure efficient and cost-effective service delivery while minimizing operational disruptions for clients. The focus is on maintaining high standards of service quality and customer satisfaction.

Key Responsibilities

Service Request Management

1. Handle repair and maintenance requests, including emergency situations.
2. Process and document incoming service requests clearly and promptly.

Coordination and Troubleshooting

1. Analyze and troubleshoot requests to ensure the most suitable subcontractor is dispatched.
2. Monitor and address feedback to mitigate potential issues, ensuring adherence to client terms and resolution timelines.
3. Provide basic quotations for service calls exceeding the client’s Not-To-Exceed (NTE) limit.

Workflow Oversight

1. Track and follow up on subcontractor work in progress until job completion.
2. Coordinate schedules and provide regular updates to clients.

Administrative Duties

1. Issue purchase orders to subcontractors.
2. Process invoices from subcontractors and prepare invoices for clients.

Availability and Emergency Response

1. Participate in a rotation to handle emergency calls during off-hours, including nights, weekends, and holidays.
2. Remain reachable as needed during off hours to support ongoing projects.

Collaboration and Growth

1. Contribute to roll-outs and minor special projects.
2. Responsible for finding new resources to help us maintain a competitive edge in the industry (nationally).

Qualifications and Skills

1. At least two years of technical experience in Construction, Facilities, or Maintenance.
2. Fluent in French and English both verbal and written.
3. Proficient knowledge of Excel and Outlook; ease of learning new software.
4. Strong abilities in coordinating resources and day-to-day activities.
5. Strong organizational and analytical skills with the ability to work independently.
6. Ability to recognize improvement areas, offer suggestions and resolve problems.
7. Capable of handling multiple priorities.

Competencies

1. Ability to make well thought out decisions.
2. Be comfortable with change and have a strong sense of urgency.
3. Challenge the status quo by contributing appropriate ideas and solutions.
4. Build partnerships and prioritize collaboration.
5. Present information in an effective and concise manner.
6. Be proactive and manage client expectations.

This role offers an opportunity to be part of a dynamic team focused on delivering excellent service and innovative solutions for clients nationwide.