Ville : Ottawa

Catégorie : Other

Industrie : Professional Services

Employeur : BGIS

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 www.bgis.com

SUMMARY 

The Tenant Services Manager is focused on delivering exceptional customer service in a fast-paced environment prioritizing and meeting the needs of various stakeholders.  This role facilitates various requests that ensures the comfort, convenience, and very specific requirements of Client Representatives in various locations and are met with consistency and a high degree of professionalism.  Coordination of various tasks, documenting scope requirements, monitoring contractor performance, execution of small projects, coordinating facility repairs, while managing precise and timely communication to all stakeholders are core functions of this role. 

The optimal candidate will demonstrate strong interpersonal savvy, is highly detailed, precise and action-oriented responding in a demanding environment.  They are skilled at balancing a sense of urgency with planning and executing mindfully.   

Critical to this role is the ability to communicate and interact effectively at all levels - they are driven to serve and create memorable customer experience.  

KEY DUTIES & RESPONSIBILITIES 

Customers 

• Receive, process, and validate service requests in a high paced environment by telephone and e-mail.
• Support all level customers, visitors, and employees in a friendly, knowledgeable, and courteous manner.
• Able to exercise sound judgement, make decisions and provide direction to team members.

Maintaining of client-specific tool (Service Now)

• Maintain detailed service call / work order tracking as required.
• Updating of BGIS-based and Client-based reporting in a timely and consistent manner.

Client and Internal Communications

• Utilizing Client-based communications protocols, timely, consistent, and accurate communications to all applicable groups and individuals is critical.

Vendor & Landlord Coordination and Management       

• Review all contract work, report any discrepancies to the Regional Director and request Purchase Orders and open Work Orders as applicable.
• Delivery of small-scale tenant service projects by determining skills required, assisting with selection of contractors, monitoring performance, quotes, quality control, and assigning work. Ability to manage many stakeholders, while meeting critical timelines is key to this role. 
• Use operational knowledge of the facility in conjunction with close relationship with Landlord and Vendors to provide swift resolution of any challenges experienced by employees, clients and visitors.

Liaison between BGIS and Client Staff

• Assist with coordination of Facilities Services and General Maintenance and Repair work in Leased Offices and Bank Branches by assigning work to Tech Services, vendors or landlords on behalf of Client Stakeholders.
• Close communications with on-site staff daily to ensure open and clear exchanges of detail to avoid gaps or misinformation transfer.

KNOWLEDGE & SKILLS

• Highly effective interpersonal skills, with an emphasis on communication (verbal / written).
• Strong organizational, coordination and documentation skills with the ability to multi-task.
• Superior client management / customer service skills.
• Service oriented, customer-focused and with a “can-do” attitude.
• Ability to work independently.
• Ability to analyze data and manage reporting to client groups. 

Licenses and/or Professional Accreditation

• N / A

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!

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

BGIS est un employeur qui respecte l'égalité des chances et nous vous invitons à postuler pour un poste chez nous ! Si vous avez besoin d'un accommodement pendant le processus de recrutement, veuillez nous contacter à askHR. En cas de demande d'accommodement, nous discuterons avec le candidat en question et fournirons, ou ferons en sorte de fournir, un accommodement approprié d'une manière qui tiendra compte des besoins d'accessibilité du candidat en fonction de son handicap.