Account Representative
WHO WE ARE
We’re Global Facility Management and Construction, an innovative and groundbreaking organization launched initially out of a studio apartment in 2004 and now grown and expanded to a staff of 160 tasked with building and managing some of the most interesting and innovative properties throughout the continent.
We’re looking to build the best team in the biz, and we’re actively seeking high performing, highly engaged teammates with an entrepreneurial spirit and a good sense of humor who can’t resist a challenge.
As a certified Women’s Business Enterprise, we strive every day to build an inclusive, equitable, dynamic, and engaging culture. We offer a rich and full suite of benefits and perks, from paid holidays and awesome team building activities to summer barbeques and celebrations, and of course our employee appreciation program. As far as traditional benefits, we offer excellent health and dental coverage, life insurance and 401k, and of course a compelling PTO program.
Think you’ve got what it takes? Join our dynamic and engaged team today!
What You’ll Do – Position Summary:
On a daily basis, you will be responsible for work order follow ups. You will help fill in when there are scheduled team members Time Off or Absences. There may be times when you will be handling work below or above your position as needed. Often you will float between teams as needed to help with business needs. This person will work with a sense of urgency to handle follow ups timely and escalate as needed.
Responsibilities:
- Complete daily assigned work order follow ups; create new follow ups for self or others on team.
- Ability to handle multiple tasks simultaneously with a sense of urgency and excellent attention to detail.
- Monitor overdue follow ups and escalate when you need assistance, are unable to make progress or have a client/vendor issue.
- Ability to identify next steps without reliance on or guidance from superiors to keep forward moving progress.
- Understand work order listings to develop time management and accomplish daily/weekly goals.
- Handle dispatching of tickets that range in scope and priority. Check historical service history.
- Enter Vendor Relations tasks for approval when needed.
- Understand the client rates and appropriate vendor selection.
- Ability to evaluate work order situation and escalate as needed. As well as open communication to your direct superior if workload is overwhelming, assistance is needed, or workload is low and can assist with others’ follow ups.
- Ability to establish and maintain relationships with vendors & clients.
- Communicate via phone and e-mail to follow up with vendor/supplier when additional information or details are needed.
- Respond to client/vendor inquiries via incoming calls and e-mails.
- Confirm completion of service appointments with vendor & client, close tickets properly to prevent potential discrepancies.
- Use of Third-Party Technology (3P) sites to update client as needed through life cycle of work orders.
- Ability to handle high call volume of minimum 30 outbound calls daily/150 calls per week, while maintaining high/frequent email correspondence.
- Team/Dept/Company player, one for all and all for one mentality.
- Communicate with other departments to get answers to client or vendor regarding work order. Cooperation between departments and ability to give and/or receive constructive criticism.
- Support the team with activity reports and correspondence as needed.
- Perform other related duties as assigned, including working occasional holidays, weeknights and weekends.
- Adheres to department/company standards, processes, and meets deadlines given.
Skills & Experience:
- One year of experience working in a fast-paced office environment.
- Time management: The ability to meet deadlines prioritizes, organize, and manage multiple projects.
- Work well independently and as a team member in a fast-paced office.
- Ability to exercise flexibility, initiative, and good judgment.
- Attention to detail.
- Strong customer orientation and communication skills.
- Proficient understanding using Excel, Outlook, and Internet research tools.
- Bilingual a plus
- High School/College experience or related industry experience a plus.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or stored materials throughout the workday. Proper lifting techniques required. May include lifting up to 15 pounds for files, computer printouts on occasion.
Work Environment: The work is performed in an office setting. The noise level in the work environment is moderate.
This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job changes.
Global Facility Management & Construction Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
