Service Coordinator

  1. San Antonio,TX
  2. May 17, 2019
  3. General : General
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Bilingual Service Coordinator

JOB DESCRIPTION:

Perform general duties as representative to support ISS internal and external customers and clients for National Service Centers. Must be readily available to customers/client calls at all times during working schedule.

PRINCIPLE DUTIES

  • Helpdesk

    • Representative will ensure that phone and/or web request executed utilizing the client matrix

    • Sufficient details to proper execute task utilizing probing questioning

    • Assignment to the proper resource for resolution

    • Proactive follow-up with ISS team members, contractors, and clients

    • Ensure the task is completed as per SLA requirements

  • Knowledge center

    • Provide information and/or documentation for general inquiries on supported organizations

    • Finding Person/Resource

    • Site and Location specific information

    • Forms / Documentation, etc.

  • FMS user Support

    • Supports daily use of Facility Management Systems to include multiple platforms and knowledge base documents

    • Ensures knowledge sharing across teams for Cross Client support of Best practices

    • Support teams to ensures alignment of ISS and client processes are followed across all clients

  • Perform other duties as necessary to support to the team

MIN-REQUIREMENTS

  • 1+ years of work experience in a service management environment

  • Demonstrates exceptional customer service skills, poise, tact & diplomacy

  • Multitasking and time management skills required

  • Requirement to be available to work anytime within a 24/7 service environment

  • Proficient PC skills

  • Excellent verbal, written, and organizational skills required

  • Must be a team player and committed to working in a quality environment

  • Proficient in English and Spanish to include reading, writing and speaking

PREFERRED REQUIREMENTS

  • CMMS and/or CAFM Experience

  • Service Management experience (Operational)

  • Basic Knowledge of Building services (HVAC, Electrical and Plumbing, Janitorial )

  • Strong PC skills and knowledge of data analytics

  • Ability to work overtime as needed

IDEAL CANDIADTES WOULD POSSESS ONE OR MORE OF THESE SKILLS OR EXPERIENCE

  • Quality call/quality process review experience

  • Process documentation experience

  • Create and perform training in a service center environment

  • Supervisory experience

  • Familiarity with contact/call center tools and processes

WORK ENVIRONMENT

Work is performed primarily in an office setting. The noise level is usually moderately quiet

OTHER

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the discretion to add to or change the duties of the position at any time.

ISS Facility Services is an Equal Opportunity Employer that promotes a diverse workplace.

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