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Customer Service Coordinator, Facilities Services

EllisDon Corporation

This is a Contract position in Mississauga, ON posted January 6, 2022.

EllisDon is committed to being the safest general contractor. As part of our vaccine directive, we require employees to be fully vaccinated, or in the process of receiving the vaccine against COVID-19. Should you have any additional questions related to our vaccine directive as you move forward in the hiring process, please discuss this with our People & Culture team.

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Thinking about a change? 

We recognize that the construction industry is changing at a rapid pace and we continually strive to be at the forefront. Our core values empower people to deliver great careers to one another and develop creative solutions for complex problems on some of the most exciting  projects. It doesn’t matter what your expertise and craft is – there are no boundaries. We are a group of  professionals with a variety of expertise within pre-construction, construction, and post-construction. To learn more, check out our Cradle to Grave services and hear from our team directly about what a career at EllisDon could look like for you. As you can see, we are a diverse bunch. 

Above all, we are a group of individuals with unique experiences and at EllisDon, we choose to celebrate the strength in our differences, every day. EllisDon’s commitment to Inclusive Diversity is to work together to create an environment where every employee feels safe to be their true and authentic self. Ultimately, EllisDon’s purpose is to provide people with similar values the opportunity to achieve to their full potential; to deliver that opportunity for great careers to one another; and to contribute meaningfully to the community we share with others. 

In case you’re curious, here’s what the industry thinks of us and some of the impacts we’ve made to the communities we work in. 

The Customer Service Coordinator delivers customer service and front line support to multiple critical facilities across Canada, where EllisDon is the Facilities Service provider. 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.

As a Customer Service Coordinator, you will be part of a critical environment responsible for receiving and dispatching facilities service requests for its clients – 24/7. We focus on providing quality service to the client. In order to ensure ongoing performance success, Customer Service Coordinators are measured against high quality service standards.

You as Customer Service Coordinator, Facilities Services will:

  • Learns client account details, the CMMS (Computerized Maintenance Management System), telephone system and EDFS (EllisDon Facility Services) policies, processes and operating procedures
  • Log client requests including creating and dispatching work orders to appropriate facility management resources
  • Accurately capture required information so that it can assign the level of priority to facilitate timely fulfillment of service requests
  • Have effective probing and problem-solving skills for troubleshooting service requests, and communicating with appropriate facility management resources.
  • Provides client service support
  • Participates in program initiatives undertaken by the Business Assurance and Transformation Team
  • Conducts work in a professional manner, which includes maintaining confidentiality of client account information and other confidential information.
  • Will be required to mentor new Team Members.
  • Handle clerical responsibilities which may include administrative duties (filing, creating/updating spreadsheets, data tracking, policy and procedure updates) and special projects as assigned
  • Responsible for compiling, analyzing, validating and transforming data from numerous systems using microsoft excel analytical features to create reporting tailored for the business.

Is this the right role for you?

  • You are able to work in a hybrid working environment – combination of virtual and in-office.
  • 24/7 scheduled shift environment requiring open availability – rotating 12-hour shifts.
  • Must be available to work weekends and holidays as required
  • You have 1 year or more years experience in a customer service role
  • You demonstrate language proficiency (both verbal and written) in English, including proper grammar, spelling and punctuation. Clear and effective communication skills
  • You are proficient at typing and navigating the CMMS while receiving and discussing verbal communication with the client
  • You are experienced in performance based service delivery and have strong customer service skills
  • You have strong computer skills and are comfortable using MS Windows applications, financial and maintenance management software
  • You are very meticulous, and pay extreme attention to detail
  • You have the ability to quickly develop working relationships with a broad range of individuals, both internally and externally
  • You have the ability to work in a fast-paced environment with the ability to apply various client-specific business processes to individual service request situations
  • You have the ability to gather information, accurately assess issues and assign priorities
  • General knowledge of building systems, construction practices, building/fire code is an asset

EllisDon is proud to provide this unique career opportunity that provides continuous learning,  opportunity for growth, and  a competitive compensation package within an environment that is committed to inclusion and respects diversity.          

Go ahead and be yourself. We’ll pay you for it! 

We are an equal opportunity employer. We welcome people of any age, culture, subculture, gender identity or expression, sexual orientation, nationality, ethnicity, race, size, mental or physical status, veteran status, religion, language, political opinion, working-style preference, family status, education, and socio-economic status. The EllisDon core values of Integrity and Mutual Respect welcomes everyone, at work and in the community, and our value of Mutual Accountability, means that we all have a role to play. As an EllisDon employee, this will ultimately be your commitment to Inclusive Diversity. 

Accommodation for Applicants with disabilities will be made during the recruitment process when requested. 

We are committed to providing a positive candidate experience and ensuring timely updates are provided to all candidates. If you haven’t already, be sure to create a profile on our Careers page here to remain up to date on the status of your application and learn about new career opportunities as they arise.