Job Description 

• ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

• Assists departmental personnel and other customers within the assigned facility or facilities, and is responsible for investigating or coordinating responses for facilities problems, complaints, emergencies, special events or other facility issues or operations; facilities-related expertise is typically required for these positions 

• Address client inquiries and concerns ensuring timely and quality issue resolution and service delivery 

• Gather all facility inquiries and complaints and escalate to appropriate manager 

• Remain knowledgeable regarding all operational aspects of building systems 

• Coordinate with outside contractors for the service and repairs of equipment 

• Follow protocol for effective building-specific maintenance and safety procedures when scheduling work to be completed 

• Assist with site inspection within the assigned building portfolio 

• Create work orders as directed to be assigned to the engineering staff, subcontractors, and vendors 

• Report on open and complete work orders and check the status of open work orders with the assigned party 

• Request, review, and submit work orders, bids, and proposals from vendors 

• Maintain and ensure high level data integrity and details in work orders 

• Create Purchase Orders for approved work in accordance with all policies and ahead of dispatching any vendors for work 

• Assists the FM / SFM in identifying root causes for any incurred purchase order exceptions 

• Verify final invoice pricing aligns to PO created and request invoice submitted in a timely manner 

• Track and verify invoice anomalies and provide solutions to these on a weekly basis 

• Assist in the monitoring and assessment of vendor performance 

• Train vendors on work order and billing procedures 

• Compile appropriate communication and approvals from client regarding budgeted/non-budgeted work 

• Communicate frequently with team, client, landlords, and vendors to resolve issues and provide project status updates 

• Provide process and procedures training and direction to new coordinators  

• Assist with measuring and reporting key performance indicators against service level agreements 

• Provide facilities helpdesk services on behalf of the client(s) and monitor internal/external workflow for all facilities cases to ensure consistent quality of service and work product 

• Supports upper management as necessary 

 
 
KEY COMPETENCIES  
1. Communication Proficiency (oral and written) 
2. Customer Focus 
3. Initiative 
4. Sense of Urgency 
5. Multi-Tasking 
6. Detail Oriented 
7. Financial Knowledge 
8. Time Management Skills 
9. Team Orientation 

 
IMPORTANT EDUCATION  
• High school diploma or a General Equivalency Diploma (GED) required 
• Associates or Bachelor’s degree in facilities management, building, business or other related field preferred 
 
IMPORTANT EXPERIENCE 
• A minimum of 1 year of work experience in an administrative, accounting or tenant services capacity  
• Experience with data entry, expansive reporting, filing, answering phones, scheduling and communications  
• Previous customer service experience  
• Prior experience working in the facilities/property management, commercial real estate or professional services industries preferred 
 
ADDITIONAL ELIGIBILITY QUALIFICATIONS 
 
• Working knowledge of lease terms 
• Proficient in understanding management agreements and contract language 
• Working knowledge of computer software programs and base building systems 
• Computer proficiency with Microsoft Office Suite (MS Word, Excel and PowerPoint) 
• Demonstrated ability to exercise good judgment 
• Excellent interpersonal skills 
• Ability to work a flexible schedule as needed, including but not limited to overnight travel, on call after hours and weekends