Service Center Lead

What this job involves: We are seeking a highly skilled and motivated individual to join our team as a Service Center Lead. In this role, you will be responsible for managing customer service activities on behalf of the Account Team while also serving as an individual contributor overseeing the Facilities Service Center. Your main focus will be to partner with a cross-functional team to support and maintain the scope of services for our client’s residential community.

As the Service Center Lead, you will represent the Account Team and take on the role of the Learning Management System (LMS) Administrator. This will involve coordinating and facilitating training initiatives within the company, ensuring that all stakeholders are aligned with the Master Service Agreement and business objectives.

What your day-to-day will look like:

Triages maintenance requests received via Facilities Service Center and addresses general Facilities inquiries.
Fosters a relationship with Life Sciences Performance Management team to assess and introduce technology solutions to improve the delivery and quality of services for areas of focus (i.e., Facilities Service Center, CSAT, and training).
Proactively pursue opportunities to become familiar with the financial compliance process to gain an understanding of the Account Team’s operating budget and payment practices.
Leads bi-annual Customer Satisfaction (CSAT) Survey deployment, partners with Account Team to identify opportunities for improvement, and documents action plans to remediate gaps affecting delivery and quality of services.
Partners with Corrigo Administrator to conduct new hire training.
Manage customer service activities for the Account Team, providing exceptional support to our clients.
Oversee the daily operations of the Facilities Service Center, ensuring the highest level of service delivery.
Collaborate with a diverse range of stakeholders across various functions to ensure business objectives are met.
Work Schedule: Monday through Friday, from 8:30AM to 5:00PM. After 6 months of employment, a hybrid work arrangement will be offered, allowing for one day of remote work per week.

Desired or Preferred Experience and Technical Skills:

College degree preferred.
At least five years working in Integrated Facilities Management (IFM) or hospitality industry.
Experience in training and development, with a focus on life sciences preferred.
·Background in Life Sciences or pharmaceuticals a plus, but not required.
Proficient with computerized maintenance management system (CMMS).
Proficient in utilizing Learning Management Systems (LMS) and related software.
Required Skills and Experience:

High school diploma with 3 – 5 years of demonstrated experience in finance management, vendor management, and use of technology platforms.
Ability to work independently, prioritize responsibilities to ensure deadlines are met, and manage multiple assignments effectively.
Ability to communicate effectively, foster relationships, and engage stakeholders, including senior leadership.
Knowledgeable of MS Office and comfortable with a variety of systems/software.
Motivated to grow and excel in a high-performing organization.
Proven experience in customer service management, preferably within the facilities management industry.
Strong communication and interpersonal skills, with the ability to engage with stakeholders at all levels.