Customer Service Coordinator

First Industrial Realty Trust, Inc.

Job Description

 

 

Title: Customer Service Coordinator 

 

Department: As Assigned Reports To:  As Assigned

 

Location: Region  FLSA Status:  Non-Exempt

 

 

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

 

1. Discusses with tenant the terms and conditions for providing management or maintenance services.

 

2. Handles incoming calls and maintenance requests from tenants, and in-house Leasing Managers and Property Managers, and works quickly to resolve each issue by responding in an empathetic and professional manner, making recommendations and needed commitments to resolve their concerns.

 

3. Prepares work orders to maintain property, based on term of tenants’ lease agreements, general maintenance of property, needs of company and tenant relationship.

 

4. Logs work orders into approved ‘work order tracking system’, and reviews, pushes and updates all open work orders daily.

 

5. Prepares work orders showing:  scope of work;  landlord and tenant responsibilities;, services to be performed; and cost for services with needed approval from tenant. 

 

6. Gets tenants’ acknowledgement of financial responsibility before executing any work order for services that are tenants’ responsibilities.

 

7. Maintains schedule for maintenance staffs’ bi-weekly visit to each property, and works to schedule non-urgent work orders to coincide with such rotations.

 

8. Follows up with tenant to ensure that work was completed in a timely manner and maintains the highest level of tenant satisfaction.

 

9. 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, changes of contractors, etc.

 

10. 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.

 

11. Evaluate specific situations with a tenant or property and make recommendations to Property and Facilities Managers to resolve tenant relations issues and maintain value of property.

 



12. 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.

 

13. At request of his/her manager, prepares and communicates the Property Management Status Report or other related workflow process reports to track all projects and tenant improvements as they progress.

 

14. 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.

 

15. Upon request of his/her manager, supports HOOP program by scheduling and tracking inspection of vacant suites by maintenance staff (Bi-monthly visits),  and by Property Manager/ Leasing Managers (monthly inspections).

 

16. Determine the cleaning schedule for properties and vacant suites based on occupancy. Works with in-house maintenance staff and/or vendors to ensure these properties are cleaned on a regular schedule (HOOP).

 

17. Manages and/or reports on specific projects as assigned by manager.

 

18. Maintains insurance, tags and inspections for maintenance vehicles.

 

19. Orders uniforms for maintenance staff as needed, and arranges for pickup and delivery of uniforms for cleaning.

 

20. Requests and tracks vendor insurance certificates for compliance with Risk Management guidelines.  Obtains W-9’s from vendors for accounting department.  Arranges for spaces to be re-keyed as needed.

 

21. 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.

 

22. Completes all other related administrative duties that are associated with this position.

 

 

 Knowledge of microcomputer software 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.

 

 Internal Contacts:  Regional and corporate personnel to exchange information, schedule meetings, coordinate office work, and/or verify data.

 

7. Performs other duties as assigned, some of which may be essential to the job.

 

How to Apply

To apply for this position, please visit http://www.firstindustrial.com and submit a resume and cover letter through our “Careers” section.

 

Equal Employment Opportunity

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