WHO WE ARE
We’re Global Facility Management and Construction, an innovative and groundbreaking organization launched initially out of a studio apartment in 2004 and now grown and expanded to a staff of 160 tasked with building and managing some of the most interesting and innovative properties throughout the continent.
We’re looking to build the best team in the biz, and we’re actively seeking high performing, highly engaged teammates with an entrepreneurial spirit and a good sense of humor who can’t resist a challenge.
We strive every day to build an inclusive, equitable, dynamic, and engaging culture. We offer a rich and full suite of benefits and perks, from paid holidays and awesome team building activities to summer barbeques and celebrations, and of course our employee appreciation program. As far as traditional benefits, we offer excellent health and dental coverage, life insurance and 401k, and of course a compelling PTO program.
Think you’ve got what it takes? Join our dynamic and engaged team today!
What You’ll Do – Position Summary:
On a daily basis you will be handling any client/vendor correspondences, working to find solutions to any client issues and managing other departments to ensure clients are experiencing a positive client-company relationship. You will be responsible for making sure client and vendor needs, as it pertains to the service work order, are being met and understood. You will be in charge of assigning new work orders to yourself for your assigned clients. You will create and assign new dispatches to the Account Representative, Account Coordinators or to yourself when needed. You will monitor the client email distribution daily; reviewing, delegating and sharing to other departments as needed. Throughout the day you will actively be monitoring active/ongoing emergency tickets to ensure forward progress is taking place.
Responsibilities:
- Build strong client relationships to maintain and maximize volume.
- Communicate with clients and vendors to ensure the service work order is understood and can be completed accurately.
- Acting in the client’s best interest, staying within allotted budget, and ensuring the needs of the service are met.
- Problem solving any client or vendor concern, while keeping track of all processes that pertain to the work order. Ability to be creative in problem solving without reliance on or guidance from superiors.
- Monitor client email distribution; review, delegate and share to other departments as needed.
- Actively monitor emergency tickets throughout the day to ensure forward progress is being made.
- Understand client rates; what is considered outside contracted rates in order to maximize margin and prevent future discrepancies while reviewing any quote submissions.
- Client account ownership within GEMS 2.0 by maintaining account summaries and sharing them with other departments as needed.
- Handle any client specific reports as laid out by Team Manager. Trend analysis for clients using views/reports.
- Actively monitor and resolve billing holds, challenges, and any client/vendor invoicing escalations.
- Proactively reaching out to clients to check in, review any trends, provide periodic updates on team/company.
- Participate in client reviews and visits, lead onboarding calls with new clients.
- Assign new work orders to yourself for your assigned clients and create/assign new dispatches follow ups to AR/AC or self when needed.
- Full ownership of work orders and client accounts with the ability to handle client requests through to completion
- Delegate work as needed to Account Representatives/Account Coordinators and disburse work when team member is out on PTO/Sick.
- Review escalated work orders daily and ensure a plan of action to resolve is put into place.
- Review Aging Report on recurring basis to distinguish jobs that need forward movement; partner with AR/AC as needed on next steps to get the work order moving along.
- Review proposals and approve margins within approval range; escalate margin review to next level as needed.
- Monitor overdue follow ups and escalate when you need assistance.
- Use of Third-Party Technology (3P) sites to update client as needed through life cycle of cases.
- Understand views, view creation, and cube use to develop time management and accomplish daily/weekly goals.
- Ability to successfully qualify costs. As well as being able to negotiate with the client &/or vendor to maximize margins.
- Sense of urgency to handle tasks timely and escalate as needed.
- Ability to read, understand and filter in Excel.
- Understanding of all team accounts; knowledge of where to find needed information or contacts.
- Open communication to your direct superior if workload is overwhelming, assistance is needed, or workload is low and can assist with others’ tasks.
- Team/Dept/Company player, one for all and all for one mentality.
- Perform other related duties as assigned, including working occasional holidays, weeknights, and weekends.
Skills & Experience:
- One year of experience working in a fast-paced office environment.
- Time management: The ability to meet deadlines prioritizes, organize and manage multiple projects.
- Work well independently and as a team member in a fast-paced office.
- Ability to exercise flexibility, initiative, and good judgment.
- Attention to detail.
- Strong customer orientation and communication skills.
- Proficient understanding using Excel; Expertise experience using Outlook and Internet research tools.
- Bilingual a plus.
- Demonstrated ability to consistently exceed the performance requirements of the position’s duties.
- High School/College experience or related industry experience.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or stored materials throughout the workday. Proper lifting techniques required. May include lifting up to 25 pounds for files, computer printouts on occasion.
Work Environment: The work is performed in an office setting. The noise level in the work environment is moderate.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job changes.
Global Facility Management & Construction Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
