Customer Service Coordinator

General Summary

Manages tenant relations for industrial real estate properties to maintain the highest level of tenant satisfaction. This is accomplished by performing the following duties personally or through contracted vendors/suppliers and maintenance managers.

Essential Job Functions

Tenant Relations

• Establishes and maintains strongest possible relationship between tenants and the Company in order to meet their needs and encourage the tenant to maintain a long term relationship with the Company.
• Works with tenants to ensure that they are compliant with their obligations to maintain their certificates of insurance, and that they provide FI with copies of current certificates.Maintain database for tenant certificate of insurance tracking to maximize compliance with lease requirements for appropriate levels of insurance coverage.
• Manages tenants to ensure that they are compliant with their obligations to maintain their HVAC systems, and that they provide FI with copies of current HVAC contracts.
• At request of his/her manager, prepares and maintains schedules for tenant visits for Property Manager and results of each visit. Takes action on any deficiencies noted to relationship with tenant or property. May conduct tenant visits.
• Discusses with tenant the terms and conditions for providing management or maintenance services.
• Handles incoming maintenance requests from tenants, from in-house Leasing Managers, Property Managers, and other internal customers, and works quickly to resolve each issue by responding in an empathetic and professional manner, making recommendations and appropriate commitments to resolve their concerns.
• Gets tenants’ acknowledgement of financial responsibility before executing any work order for services that are tenants’ responsibilities.
• Follows up with tenant to ensure that work was completed in a timely manner and maintains the highest level of tenant satisfaction.
• When tenant satisfaction is questionable the issues are reported to Property and Facility Manager, making recommendations on needed changes which may include follow-up visits, repairs, and/or changes of contractors, etc.

Work Orders

• Prepares work orders pertaining to general maintenance of properties, and as required to affect repairs pursuant to tenant requests and FI’s related building maintenance obligations.
• Logs work orders into work order tracking system, and reviews, pushes and updates all open work orders daily.
• Prepares work orders showing: scope of work; landlord and tenant responsibilities; services to be performed; and cost for services with needed approval from tenant.

Vendor Relations

• Prepares Contracts, notice to proceed for vendors and maintains vendor files.
• Responds to inquiries from vendors regarding outstanding invoices.

Maintenance Company

• Maintains schedule for maintenance staffs’ weekly visit to each property, and works to schedule non-urgent work orders to coincide with such rotations.
• Tracks maintenance time-sheets and codes maintenance time into JDE or approved work order system.
• Works with account payables to match up work orders with billing and ensures that tenant approves payment.

Property Management

• Evaluates specific tenant and property situations and makes recommendations to Property and Facilities Managers to best resolve tenant relations issues and maintain value of property.
• Determines the cleaning schedule for properties and vacant suites based on occupancy and the recommendation of the Property. Works with in-house maintenance staff and/or vendors to ensure these properties are cleaned on a regular schedule (HOOP).
• Ensures that the region’s HVAC database is current and accurate, including the mapping of existing HVAC units and maintenance of HVAC reports.
• Performs periodic property inspections and tenant visits.

Administration

• As requested by his/her manager, handles all utility transfers and adjustments. Contacts appropriate utility company in a timely manner to ensure transfers are scheduled and completed as quickly as possible.
• Process accounts payable. Codes invoices appropriately, routes to appropriate manager(s) for approval and forwards to corporate accounts payable department for payment.
• Completes all other related administrative duties that are associated with this position.
• May occasionally be required to respond or coordinate after hour emergency calls.
• Responsible for compliance with all related policies and procedures as outlined in the Operations Manual, The FR Way.
• Maintains all construction documents.

Other Duties

• Other tasks and duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Knowledge, Skills, and Abilities

• Knowledge of various software tools to prepare documents, reports, etc., general business operations, and ability to deal effectively with various internal and external contacts at a level normally acquired through completion of an Associate’s degree in business.
• Approximately three to four years of related experience in order to gain knowledge of policies, procedures, and systems as well as a high level of proficiency in various microcomputer software applications.
• Good interpersonal and telephone communication skills when scheduling meetings, coordinating activities, meetings, and/or schedules.
• Good written communication skills including ability to prepare accurate and appropriate documentation and to review, proofread, and check documentation for accuracy.
• Computer skills necessary to enter and manipulate words and data and use standard microcomputer-based software to communicate with others, prepare documentation, and/or analyze data.
• Basic understanding of construction, contracts, lien waivers and sworn statements is helpful.

Physical Requirements

• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Work requires occasionally stooping and bending when verifying completion of repairs or maintenance.
• Work requires sitting for extended periods of time when using computer system.
• Work is performed in a normal office environment where there are relatively few physical discomforts due to dust, dirt, noise, and the like.
• Work requires frequent travel to properties.

Equal Employment Opportunity

First Industrial Realty Trust, Inc. is an Equal Opportunity Employer Committed to Diversity, M/F/D/V.