Facilities Services Customer Center Operator

The Facilities Services Customer Center Operator provides customer service and front-line support to the client site with respect to the maintenance and operations of their building(s). Specific responsibilities include, but are not limited to, handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests.

The Dispatch Centre is a critical environment responsible for receiving and dispatching facilities service requests for its clients 24/7/365.

The work environment is fast-paced and client-service focused. In order to ensure ongoing performance success, Dispatch Centre team members are measured against service delivery metrics.

Work Hour Availability Requirements 24/7/365 environment requiring open availability; rotating 12-hour shifts.
•Must have open availability to work weekends and holidays as required.
•Requirement to be on-call.
•7/24/365 environment requiring open availability; rotating 12 hour shifts.



Advantages
• 12-month contract
• Monday to Friday
• Onsite position
• Location: Toronto, ON


Responsibilities
•Learns client account details, the service request/work order management systems, the telephony system and Dispatch Center policies, processes, and operating procedures.
•Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers.
•Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests.
•Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties.
•Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and the communication of information.
•Provides customer service support.
•Participates in program initiatives undertaken by the Dispatch Center.
•Maintains confidentiality of client account information and other confidential information.
•Conducts work in a professional manner.
•May be required to demonstrate Dispatch Centre capabilities potential and existing clients and to prospective hires by having such people Y-cord into live calls.
•Maybe required to provide training to new Team Members.
•Other duties as assigned.


Qualifications
MINIMUM EDUCATION:
•High school completion plus a specialized technical business course

JOB-RELATED EXPERIENCE:
•One year or more Knowledge & Skills. Demonstrates language proficiency (both verbal and written) in English, including proper grammar, spelling and punctuation.
•Clear and effective communication skills. Strong customer-service orientation and demonstrated customer service skills.
•Must be proficient at typing and navigating the computerized work system while receiving and discussing verbal communication with the client

Work Hour Availability Requirements 24/7/365 environment requiring open availability; rotating 12-hour shifts.
•Must have open availability to work weekends and holidays as required.
•Requirement to be on-call.


Summary
If you’re interested in the Facilities Service Coordinator position in Toronto, please apply online at www.randstad.ca. Qualified candidates will be contacted.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.