Customer Service Response Coordinator,

The primary role of the Customer Service Response Coordinator is to manage requests from the customer and dispatch the appropriate support services to the designated department.

Position Summary 

Support successful operations consistent with ABM policies, programs, procedures, systems, and guidelines. 

Process customer and client requests service submitted via multiple CMMS systems, chat, email, or phone call in a timely and professional manner. 

Provide professional communication and customer service over the phone and email with customers and internal team members. 

Dispatch urgent/emergency service requests, able to understand when escalations are necessary.

Document and communicate the life cycle of the service request to both client & customer ticketing systems. 

Multi-task oriented, ability to learn to manage multiple work order systems. 

Liaise between clients, vendors, local authorities, facilities personnel relation and DFO and maintains a professional, productive, and pro-active office and working environment. 

Any other related duties specific to work orders or dispatching of work orders.

Qualifications: 

High school or equivalent (Required) 

Effective Communication Skills: 1 year (Required) 

Strong computer skills with Microsoft Word, Excel, Outlook, Teams & Google Workspace Environment.

Professional communication skills over the phone and email with customers and internal team members. 

Ability to multi-task and be detail oriented with strong organizational skills. 

Ability to use discretion and judgment to make timely decisions. 

Ability to adjust to new processes and procedures easily.

Stays calm and organized under pressure in a fast-paced department.

Experience in a variety of maintenance, custodial and /or facilities trade organizations / departments a plus.