Customer Service Team Lead-Facilities Coordinator

What you'll be doing: Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements. Provide effective and proactive communication to customer regarding status of services, time estimations and cost. Review scope of work and pricing, negotiate rates and costs as necessary with a laser focus on customer cost reduction. Verify customer requirements have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers. Establish and cultivate appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs. Source prospective contractors as needed and complete request for contractor coverage forms for contractor approvals. Analyze key metrics, daily & weekly reports and performance indicators to identify areas of focus or necessary improvements. Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements and reduce customer costs. Monitor, manage and take action on customers scheduled and demand service requests ensuring service level agreements are consistently met. Assist level 1 and level 2 employees with questions, provide guidance and take escalation calls.

Who is the client company: This is a leading technology-enabled asset management and business insight company specializing in integrated facilities management.; If you are interested in this position, send your resume to apply@kochdavis.com