Lead Facility Coordinator, Interior Services

About Us

We specialize in providing non-core, mission critical facilities maintenance and management services to large organizations with geographically dispersed properties in various industries such as retail, restaurants, banking, telecommunications, and others with multi-location business operations.

Job Summary

The Team Lead will assist in the management of the day-to-day activities and performance of a service delivery team that meets and exceeds customer expectations. The Team Lead serves as a backup operational point of contact between client(s) and USM Account Management. This role is responsible for ensuring that subcontracted services are coordinated efficiently and effectively and for responding to customer service requests in a complete and timely manner. The Team Lead also assists in the training and development of other team members.

Essential Duties & Responsibilities

Assign subcontractors to services, create/update work orders, manage subcontractor scheduling and performance of routine, periodic, and "on demand" services.

Assist in the training and development of a team of Facility Coordinators.

Resolve service and payment issues with subcontractors, triaging as necessary. Act as an additional resource for client(s), subcontractors, and internal partners to solve problems before they become escalations.

Build and maintain appropriate working relationships with client(s) and subcontractors. Demonstrate exceptional customer service.

Additional duties as assigned by management.

Qualifications

Education

(HS Diploma, Under/Graduate Degree, etc.)

HS Diploma. Some college preferred.

Business Experience

(prior years work/related experience)

Minimum 2-3 years working in a high-volume, fast-paced customer service role. Experience in landscaping/snow removal or other facilities maintenance roles preferred.

Licenses/Certifications

N/A

Language Skills

English required. Spanish a plus.

Technical Qualifications & Skills

Intermediate/Advanced proficiency in Microsoft Excel, Word, Outlook. Previous Customer Relationship Management (CRM) experience preferred.

Strong listening, verbal, and written communication skills.

Team-focused; demonstrates enthusiasm for training and supporting other team members.

Excellent critical thinking and problem-solving skills.

Ability to handle customer escalations using a sense of urgency and professionalism.

Flexibility and openness to change; Ability to thrive in a changing environment.

Goal-oriented and results-driven; strives to improve or meet a standard of excellence.

Ability to multitask, organize, and prioritize; Displays initiative.

Physical Demands

Must be able to operate a computer and phone for extended periods of time.

Work Environment

Must have flexibility in work schedule to serve a broad base of clients in multiple time zones with locations open seven days a week. Typical work schedule determined upon hire; hours may shift in winter months to accommodate expanded customer service hours. Must be able to work from office and remotely from home as needed.

Equal Opportunity Employer

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled

Affirmative Action Policy

Please review our Affirmative Action Policy.

Notice to Prospective Employees

Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here. Please check our available positions to confirm that a post or email is genuine. EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR's normal application process - it is probably fraudulent.