Client Services Coordinator

The Client Service Coordinator (CSC) serves as the primary point of contact between clients,

internal teams, and service providers. This role is responsible for coordinating service requests,

managing work orders, maintaining client communication, and ensuring timely, accurate

execution of maintenance and repair services. The CSC plays a critical role in delivering

consistent, high-quality service and supporting Strong Island Building Services’ operational

excellence.

Key Responsibilities

1. Client & Service Coordination

• Receive, review, and process client service requests via phone, email, and service platforms (e.g., ServiceChannel, Fexa, internal systems).
• Coordinate scheduling of technicians and subcontractors for maintenance and repair services.
• Communicate clearly with clients regarding job status, timelines, and updates.

2. Work Order Management

• Create, track, and update work orders from initiation through completion.
• Ensure accurate documentation of scope of work, photos, notes, and completion details.
• Monitor service-level agreements (SLAs) and follow up to prevent delays.

3. Vendor & Technician Support

• Dispatch technicians and subcontractors based on scope, urgency, and location.
• Confirm site access, after-hours requirements, and special instructions.
• Verify job completion and collect required documentation before close-out.

4. Administrative & Reporting Duties

• Maintain organized records for work orders, invoices, and service history.
• Assist with invoice review and ensure alignment with approved scopes and pricing.
• Escalate service issues, delays, or client concerns to management as needed.

5. Customer Experience

• Provide professional, responsive, and solution-oriented communication.
• Proactively identify potential service issues and recommend next steps.
• Support client retention by ensuring a smooth and reliable service experience.

Qualifications

• Prior experience in facilities management, customer service coordination, dispatch, or operations preferred.
• Strong organizational and multitasking skills with high attention to detail.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced, high-volume service environment.
• Proficiency in Microsoft Office / Google Workspace; experience with service platforms is a plus.
• Problem-solving mindset with a strong sense of ownership and accountability.
• Experience working with retail, commercial, or multi-site clients.
• Familiarity with maintenance trades (HVAC, electrical, plumbing, general repairs).
• Ability to remain calm and professional under pressure.
• Team-oriented with a strong commitment to service quality.