[Remote] Facility Coordinator

Note: The job is a remote job and is open to candidates in USA. ServiceChannel is the leading cloud-based service automation platform for facilities management, and they are seeking a Facility Coordinator to support customers as their primary contact. The role involves ensuring customer satisfaction, managing relationships, and proactively addressing customer needs while utilizing ServiceChannel’s platform products and services.

Responsibilities

• Promptly address and resolve any Customer issues or concerns to ensure satisfaction and continuity of service
• Build and maintain strong relationships with Customers to foster loyalty and long-term engagement
• Anticipate Customer needs and address potential issues before they escalate
• Track Customer usage and satisfaction metrics to ensure they derive maximum value from ServiceChannel products and services
• Share best practices with Customers and providers on ServiceChannel applications
• Identify and report system issues to the Development Team for resolution
• Review work order requests for cost-saving opportunities related to asset or equipment repairs (e.g., warranty, landlord)
• Assist with customer-facing initiatives and special projects as they arise
• Monitor emergency work orders to ensure timely and effective communication and resolution to the customer
• Conduct quarterly business review presentations with customers to discuss performance and opportunities for improvement
• Conduct regular operations meetings (weekly, biweekly, or monthly) with Customers to review ongoing activities and address any concerns
• Work effectively with cross-functional teams to support both internal and external initiatives

Skills

• 1-2 years in facilities work order management (Restaurant, Hospitality, Medical/Veterinary, or Retail)
• Strong knowledge of facilities management and customer success best practices
• Proven track record of managing customer relationships and ensuring high satisfaction
• Proficiency in Microsoft Excel and PowerPoint
• Excellent verbal and written English skills; ability to understand and respond to instructions and feedback clearly
• Proven ability to build and maintain positive relationships with customers, providers, and team members
• Ability to address customer issues promptly with compassion and effective resolution
• High level of accuracy and detail orientation
• Ability to review and analyze data for cost-saving opportunities and process improvements
• Coachable and responsive to feedback; open to updating processes
• Ability to work independently from home with a strong record of attendance and punctuality
• Exceptional organizational and time management abilities
• Ability to handle special projects and emergencies; flexible schedule starting at 8 AM EST, with occasional evening or weekend coverage
• Comfortable being on camera for remote meetings
• Bachelor's degree in business administration, facilities management, customer service, or a related field
• A bachelor's degree in business administration, facilities management, customer service, or a related field
• Proficiency in facilities management software (e.g., ServiceChannel) and customer relationship management (CRM) tools (Salesforce/Gainsight)

Benefits

• Medical, dental, and vision insurance
• Life insurance
• 401k with match
• Flexible time-off policy
• Paid parental leave
• HSA
• Life and LTD insurance

Company Overview