BGIS is currently seeking a Facility Services Coordinator to join the team in Santa Clara, CA and surrounding areas. BGIS is a leading provider of integrated real estate management services, including facilities management, project management, energy & sustainability services, strategic workplace consulting, real estate services and capital planning. Its range of solutions, supported by efficient systems, processes, and people, enables it to create and optimize places that work for its clients. The team is dedicated to inspiring better business performance and helping clients focus on their core businesses. The Facility Services Coordinator handles daily customer communication, administrative tasks, and work coordination, ensuring smooth delivery of services, acting as a liaison between customers, internal teams, subcontracted vendors and local utilities to maintain positive relationships and meet account goals. The position provides support with tracking work orders, planning and scheduling work activities in alignment with the customer scope of work and manages customer details, schedules meetings, prepares reports and tracks progress with identified key performance indicators. The Coordinator demonstrates BGIS values in communications with clients and other team members.
Key Duties and Responsibilities:
- Customer Communication
- Interact daily with clients via phone, email, and meetings to address inquiries, provide updates, and manage expectations.
- Contribute to consistent quality and timely delivery of services meeting or exceeding client expectations.
- Assist with coordinating planning, tracking progress, and ensuring timely completion of deliverables.
- Partner with internal teams leveraging subject matter expertise to ensure customer questions are answered in a timely and quality manner.
- Follow standard operating procedures for customer complaint handling and escalate for advanced troubleshooting as needed.
- Maintain confidential client account information and other sensitive data. Conduct work in a professional manner.
- Contribute to the completion of other key initiatives as assigned.
Quality Assurance and Account Coordination
- Determine if calls/work orders meet the established standards and remain compliant according to company policies.
- Provide information for tracking scorecards. Maintain reports as requested measuring key performance indicators for accounts.
- Evaluate quality of services delivered, identify trends or issues that may impact customer satisfaction, highlight potential internal training opportunities.
- Verify appropriate communication tools utilized by team members adhering to company policies and procedures meeting regulatory compliance standards.
- Identify and report process improvement opportunities. Share suggestions with business leaders to correct, simplify, and/or enhance work process procedures.
- Develop and maintain a thorough knowledge of clients, products, services, policies, and procedures.
- Ensure all internal procedures and external regulations are followed for safety, health and environment.
- Plan, schedule and coordinate short-term and long-term work activities including creation of maps and paths of travel for each building by floor.
Knowledge & Skills
- High School Diploma or equivalent. Additional education or Associate’s Degree a plus.
- Minimum of 2 years of job-related experience supporting customer quality work.
- Experience in a mission-critical environment, such as data centers, hospitals, or electrical power generation facilities preferred.
- Communications proficiency (both verbal and written) including proper grammar, spelling and punctuation. Clear and effective communication skills.
- Strong customer service orientation and demonstrated customer service skills.
- Ability to learn new processes, tools, and other relevant information quickly and to apply learning to the job.
- Comfortable working in a fast-paced, large campus environment with ability to apply various client specific business processes to individual service request situations.
- Skilled in gathering information, accurately assessing issues, and assigning levels of priority. Effective probing and problem-solving skills.
- Excellent organizational, coordination, and documentation skills with the ability to multi-task and meet deadlines.
- Creative, self-starter with critical thinking skills and ability to work both independently and contribute to the team.
- Professional appearance, communication style and disposition.
- Proficiency in computer applications including Microsoft Office and strong keyboarding skills.
Physical Demands & Work Environment
- To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.
- Cognitive skills required to work in a fast-paced environment including ability to maintain focus, communicate clearly and concisely, respond quickly to requests, follow established processes and ability to complete tasks within targeted time frame to consistently meet client expectations.
- Current valid driver’s license and ability to provide personal transportation for meetings and job visits away from the office with reimbursement.
Visit us online at https://www.bgis.com/us/careers/ for more information. Our company culture includes a robust mix of sound business practices and employee initiatives that promote personal and professional development, work/life balance, health and wellness and community involvement. The Company is an equal opportunity employer. We believe every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. We are committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, ancestry, creed, marital status, sexual orientation, or Veteran or military status, genetic information or any other basis prohibited by local, state or federal law in the relevant jurisdiction. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training. BGIS is committed to strengthening our diversity through recruiting and retaining minority and women professionals from all backgrounds. Our commitment is consistent with our recognition that it is the outstanding people within BGIS who the source of our strength has always been. We recognize that promoting diversity is an integral component of our continuing quest for organizational excellence. This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity. Anyone with questions or concerns regarding Equal Employment Opportunity should contact their direct supervisor or the Human Resources Department without fear of retaliation of any kind. The salary range for this non-exempt position in the US is $31.00 an hour. A candidate’s salary offer is determined by various factors including, but not limited to, relevant work experience, knowledge, skills, abilities, education, certifications, licenses, and location. BGIS offers a comprehensive benefits package including medical, dental, vision, prescription coverage, health savings account, flexible spending account (both healthcare and dependent), 401(k) with a Company match, Paid Time Off, paid company holidays, short term and long-term disability, life insurance, employee assistance program, tuition reimbursement, paid parental leave, gym membership discount and team member referral bonus. Our dedication to the principle of pay equity is steadfast. We believe in equal pay for work of equal value.
