Description

After Hours Response Coordinator

WHO WE ARE
We’re Global Facility Management and Construction, an innovative and groundbreaking organization launched initially out of a studio apartment in 2004, now grown and expanded to a staff of 225 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.

As a certified Women’s Business Enterprise, and 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 a compelling PTO program.

Think you’ve got what it takes? Join our dynamic and engaged team today!

After Hours Response Coordinator - WHAT YOU’LL DO

You’ll be a Response Coordinator where your primary focus is managing after-hours requests for emergency services and escalations, working to make sure our clients are happy and are being provided the best service possible.

Shift: Currently the need is below

Monday- 3a-830a (into Tuesday)
Wednesday- 3a-830a (into Thursday)
Friday- 6p-2a
Saturday- 2p-12a
Sunday- 930a-8p

Position Responsibilities:

• Handle all emergency after hour’s service request according to established department policies and procedures.
• Make decisions regarding accounts after hours.
• Schedule and update service calls with all appropriate parties
• Confirm satisfactory completion of service calls on behalf of Corporate Facilities Dept and Global.
• Provide timely feedback to Clients, on call team and correct team in the office regarding service failures or customer concerns.
• Partner with vendors to meet and exceed customer’s service expectations.
• Negotiate vendor’s quotes and proposals while vendors are onsite and provide real time price updates to Clients.
• Draft new customer proposals.  Ensure customers are informed of all NTE increases needed.
• Process high volume of data and calls while inputting information into the appropriate technologies.
• Effectively interface with clients’ Corporate Facility Department.
• Handle escalations regarding contractor errors for a service.
• Handle all emergency requests in a highly expedited manner by oneself
• Communicate issues, changes and updates within the team to the department manager.
• Train and motivating the team.
• Implement experience and knowledge to ensure the proper and timely completion of projects
• Perform other related duties as assigned to include working Holidays when required and scheduling service requests for the following morning.

WHO YOU ARE

You’re a people person, with a personal commitment to keeping clients happy, and on occasion, making someone’s day. You’ve got 1 years’ experience in a customer service role, so you know how to be professional, warm, and understanding when supporting customers, and you’ve got A communication and multitasking skills.

Ideally, you’d hold a college degree and you’ve worked with SalesForce before, and it’s a definite plus if you’re bilingual.   
 

Does this sound like you, and the career you want to build for yourself? Join us and apply today!

At Global, we don’t just accept difference — we celebrate it, we support it and thrive on it for the benefit of our employees, our service, and our community. Global Facility Management is proud to be an equal opportunity workplace.

TECHNICAL STUFF

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 work day.  Proper lifting techniques required.  May include lifting up to 25 pounds for files, computer printouts on occasion.

The work is performed in your home setting.  The noise level in the work environment should be low.

Salary : $41,100 - $52,000