Customer Service Coordinator, Facilities Services

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We recognize that the construction industry is changing at a rapid pace and we continually strive to be at the forefront. Our core values empower people to deliver great careers to one another and develop creative solutions for complex problems on some of the most exciting projects. It doesn't matter what your expertise and craft is - there are no boundaries. We are a group of professionals with a variety of expertise within pre-construction, construction, and post-construction. To learn more, check out our Cradle to Grave services and hear from our team directly about what a career at EllisDon could look like for you. As you can see, we are a diverse bunch.

Above all, we are a group of individuals with unique experiences and at EllisDon, we choose to celebrate the strength in our differences, every day. EllisDon's commitment to Inclusive Diversity is to work together to create an environment where every employee feels safe to be their true and authentic self. Ultimately, EllisDon's purpose is to provide people with similar values the opportunity to achieve to their full potential; to deliver that opportunity for great careers to one another; and to contribute meaningfully to the community we share with others.

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The Customer Service Coordinator delivers customer service and front line support to multiple critical facilities across Canada, where EllisDon is the Facilities Service provider. Specific responsibilities include, but are not limited to, handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests.

As a Customer Service Coordinator, you will be part of a critical environment responsible for receiving and dispatching facilities service requests for its clients - 24/7. We focus on providing quality service to the client. In order to ensure ongoing performance success, Customer Service Coordinators are measured against high quality service standards.

You as Customer Service Coordinator will:

• Learn client account system details, the CMMS (Computerized Maintenance Management System), telephone system, and EDFS (EllisDon Facilities Services) policies, processes, and operating procedures.
• Log client requests including creating and dispatching work orders to appropriate facility management resources.
• Accurately capture required information so that the appropriate priority level can be assigned to facilitate the timely fulfillment of service requests.
• Effective problem-solving skills for troubleshooting when applicable and communicating with appropriate facility management resources.
• Provide client service support.
• Participate in program initiatives undertaken by the Business Optimization & Solution Services team.
• Responsible for compiling, analyzing, validating, and transforming data from numerous systems using Microsoft Excel analytical features to create reports tailored to the business.
• Support all clients by sharing findings based on reporting extracted from multiple systems.
• Professionally conduct work, which includes maintaining confidentiality of client account information and other information.
• Will be required to mentor and train new team members.
• Handle clerical responsibilities which may include administrative duties (filing, creating/updating spreadsheets, data tracking, policy and procedure updates) and special projects as assigned.

Is this the right role for you?

• You can work independently within a hybrid environment (Weekdays are office-required and weekends are work from home).
• 24/7 - 12-hour shift rotation scheduled shift environment requiring open availability.
• Must be available to work weekends and holidays as required.
• You have 1+ years of experience in a customer service role.
• You demonstrate language proficiency (both verbal and written) in English, including proper grammar, spelling, and punctuation for clear and effective communication skills.
• Proficiency in French is an asset.
• You can multitask, prioritizing where your focus should be but keeping other things running.
• You are experienced in performance-based service delivery and have strong customer service skills
• You have strong computer skills that allow you to learn fast and get familiar with the software used for all of our clients.
• You are very meticulous and pay extreme attention to detail.
• You are a team player and have the ability to quickly develop working relationships with a broad range of individuals, both internally and externally
• You can work in a fast-paced environment with the ability to apply various client-specific business processes to individual service request situations.
• You can gather information, accurately assess issues, and assign priorities.
• General knowledge of building systems, construction practices, and building/fire codes is an asset

EllisDon is proud to provide this unique career opportunity that provides continuous learning, opportunity for growth, and a competitive compensation package within an environment that is committed to inclusion and respects diversity.

Go ahead and be yourself. We'll pay you for it!

We are an equal opportunity employer. We welcome people of any age, culture, subculture, gender identity or expression, sexual orientation, nationality, ethnicity, race, size, mental or physical status, veteran status, religion, language, political opinion, working-style preference, family status, education, and socio-economic status. The EllisDon core values of Integrity and Mutual Respect welcomes everyone, at work and in the community, and our value of Mutual Accountability, means that we all have a role to play. As an EllisDon employee, this will ultimately be your commitment to Inclusive Diversity.

​Accommodation for Applicants with disabilities will be made during the recruitment process when requested.

We are committed to providing a positive candidate experience and ensuring timely updates are provided to all candidates. If you haven't already, be sure to create a profile on our Careers page here to remain up to date on the status of your application and learn about new career opportunities as they arise.