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As service desk leadership, offers white glove customer service to our clientele via face-to-face interaction, email, CMMS work request portal and phone. They will provide prompt, courteous and customer-oriented services to building end users. They will provide timely and accurate administrative support services in order to enhance the quality of the overall service provided to the client. They will make recommendations and offer suggestions, as well as fulfill employee and visitor requests to satisfy their needs. This position requires exemplary hospitality skills and knowledge of the facility. Further, this position will assist in the receipt and assignment of work requests from the client. They will provide first-level diagnostic review of the service request and make the appropriate assignment to the ABM team using the CMMS.
Job Duties
Understands and follows GAAP as they pertain to this role and this account.
Process invoices within ABM systems to include work order and other financial systems.
Perform financial analysis and draw conclusions on both financial and workorder/production data.
Prepare basic presentations using Microsoft PowerPoint.
Assist in writing procedures using Microsoft Word.
Other financial and analytical duties as required by the Facility Manager.
Provide uncompromising service to employees with various administrative duties including reception responsibilities – leading receptionist team
Consistently provide best in class customer service in a production, fast paced structured environment
Act as the liaisons between service teams and customers handling facilities requests
Coordinate the scheduling of service tasks, track status, KPI metrics, and relay information back and forth between service teams and customers
Create work orders for requests for services via CMMS, and dispatch Service Team members based on priority level and KPI
Manage service tickets from open to close, making sure service teams have completed all steps before closing
Greeting vendors/employees
Project an approachable and professional image at all times
Promote meaningful relationships through engaging and informed conversation with employees via face-to-face interaction, phone and email
Maintain a general understanding of work being performed onsite
Collaborate on new ideas and initiatives with team members and your Onsite Manager
Maintain a clean and organized working environment
Able to adapt to schedule changes as needed to ensure appropriate staffing of desk
Work with all assigned personnel in a collaborative manner maintaining utmost professionalism at all times with colleagues, visitors, and guests.
Understand and follow written and verbal job instructions.
Understand and ensure compliance with company policies and procedures; customer rules and regulations; and building safety rules and regulations.
Support the company’s goals and objectives.
Work in a team oriented and safety conscious environment.
Accept feedback from others, set goals to improve performance based upon this feedback; exhibit objectivity and openness to others’ views.
Manage and prioritize multiple tasks daily.
Essential Job Functions/Qualifications:
3-5 years’ experience in accounts payable work, preferably in a related industry.
2+ years customer service and service desk experience desired
Ability to effectively communicate policies and convey information in a manner easily understood by visitors and fellow employees.
High energy level and enthusiastic, positive personality.
Proficient in Microsoft Office Suite of programs (Word, Excel and PowerPoint).
High School Diploma or GED or equivalent experience
Excellent written and oral communication skills.
Desire for continuous learning
Strong organizational and time management skills.
Ability to work in a team environment.
Sense of urgency to complete tasks and meet deadlines; self-directed.
Ability to handle confidential information.
Ability to handle multi-faceted jobs while completing normal duties.
English speaking and writing skills.
Work Environment
General office environment
Shop environment
Some exterior/outside environment
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