Customer Service Representative

Who We Are

BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. Further information is available at

SUMMARY

The Customer Service Representative provides customer service and front-line support to clients with respect to the maintenance and operations of their buildings. Specific responsibilities include but are not limited to handling inbound service requests received via telephone, email and web interface and initiating work orders to support timely fulfillment and resolution of client requests.

The Customer Service Representative is responsible for receiving and dispatching facilities service requests for its clients – 7/24/365. The work environment is fast-paced, and client-service focused.

KEY DUTIES & RESPONSIBILITIES

• Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers.
• Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests.
• Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, and other relevant parties.
• Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and communication of information.
• Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner.
• Using Computerized Maintenance Management System (CMMS), close work orders, add remarks, and provide a weekly report.

Work Hour Availability Requirements

• Monday to Friday, 9am- 5pm.
• May be required to work overtime​.

KNOWLEDGE & SKILLS

• High school completion plus a specialized technical or business course.
• Job Related Experience: One year or less.
• Demonstrated language proficiency (both verbal and written), including proper grammar, spelling and punctuation. Clear and effective communication skills.
• Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset.
• Strong customer-service orientation and customer service skills.
• Demonstrated ability to learn new processes, tools, and other relevant information quickly, with proven ability to apply learning to the job.
• Ability to work in a fast-paced environment with ability to apply various client-specific business processes to individual service request situations.
• Demonstrated ability to gather information, accurately assess issues and assign level of priority, effective probing, and problem-solving skills.
• Demonstrated organizational skills.
• Ability to sustain concentration over a prolonged period and pay attention to details.
• Demonstrated computer proficiency including solid keyboarding skills.
• Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.

Licenses and/or Professional Accreditation

• None required

This is a regular, full-time position with a salary range of $36,608 - $38,438 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!