ONESOURCE Companies is a growing, well-respected leader in outsourced facility and property management services that offers customized programs to operators of owned or leased facilities. We provide the systems, back office operations, and industry expertise to support facilities across the northeastern United States.
Position Overview:
The ONE SOURCE Companies Client Services Coordinator will provide exceptional customer service for our commercial, residential, retail, and healthcare clients. Primary job functions include analyzing work order trends, fostering positive client and vendor relationships, reviewing preventive maintenance contracts and ensuring adherence. Additionally, the Client Services Coordinator at ONE SOURCE will collaborate closely with the client services team, field service team, project managers, and accounting department to oversee all client needs, contributing to overall satisfaction of our clients.
Responsibilities:
Client Management Responsibilities:
- Serve as main point of contact for assigned client accounts, including emergency and afterhour calls
- Understand client needs and preferences, ensuring their expectations are met or exceeded
- Communicate effectively with clients to provide updates and follow up on larger work orders, and address any concerns or inquiries promptly.
- Assist in simple client billing and invoicing
- Lead touchpoints with main point of contact on a regular basis
- Build and maintain strong, long-lasting relationships through regular communication and exceptional service
Contractor Management Responsibilities:
- Maintain contractor relationships
- Onboard new contractors and expand our network of reliable contractors
- Monitor contract and insurance compliance
- Evaluate contractor performance and provide feedback
- Receive and review contractor invoices
Work Order Management Responsibilities:
- Review work order trends and analyze data across trades
- Create and follow-up on estimates and proposals sent to clients
- Put trades out to bid, creating RFPs to foster competition and transparency, ensuring the best value and quality
- Monitor the progress of work orders, ensuring timely completion and adherence to scope by CS Dispatcher
- Troubleshoot any issues that may arise, proactively resolving them or escalating if necessary
- Follow up with Clients for satisfaction and completion
Documentation and Reporting Responsibilities:
- Generate operational reports as needed per client
- Review and assess data monthly for client scorecards
- Look ahead and report on Preventive Maintenance monthly, staying proactive in client operations
- Create and update the client’s Trade, Leasing, and Preventative Maintenance Matrixes for up to date records
Qualifications:
Demonstrate the ability to communicate, present, and influence credibly and effectively at all levels of the organization
Ability to work unsupervised in office
Proven ability to manage multiple projects at the same time while paying strict attention to detail
Excellent listening, negotiation and presentation skills
Excellent verbal and written communication skills
High school diploma and 2 years in customer service/hospitality
Skills: Exceptional customer service, negotiation, territory management, prospecting skills, internal & external communications, MS Word/Excel, ability to learn new software, and analytical skills