HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”

The ServiceChannel Facilities Coordinator has strong prioritization skills and can work independently. This role is designated to a single client, assisting with the administration and follow up on service requests to their locations. The Facilities Coordinator will be available between the hours of 8am - 8pm may be subject to change due to client requisite. This ServiceChannel resource will be an expert in the utilization of the ServiceChannel platform and can work as a point of contact for the Client, provide follow up, and serve as a system administrator.                                                                             

Duties and Responsibilities:

1. Monitor inbound assistance requests on the help desk platform; Zendesk
   1. Triage and Prioritize assistance needed
   2. Respond quickly and efficiently to inbound support inquiries
   3. Provide baseline training and guidance to client and providers on ServiceChannel applications
   4. Identify system issues and report to Development Team
2. Partner with Facility Managers and coordinate service
   1. Adding Vendors to locations
   2. Advising Vendors of proper procedure
   3. Managing compliance with scheduled maintenance services
   4. Reviewing work order requests for cost-saving opportunities related to the asset/equipment being repaired (Warranty, Landlord, etc)
3. Provide Special Project assistance
4. Ensure client satisfaction 
5. Monitor and Evaluate Facility Emergency Work Orders
   1. Dispatch service requests to vendors
   2. Follow up on dispatched work orders ensuring the process is adhered to
   3. Contact Facility Locations to verify service was completed to satisfaction
6. Documentation will need to be provided on each assigned request
7. Collaborate, Communicate, and Knowledge Transfer to maintain a seamless workflow
8. Identify system issues and report them to our Support and Development Team
9. Closing the communication loop on any and all inquiries or issues in a timely and professional manner
10. Ensure client satisfaction with each client and vendor interaction 
11. Effectively work with a team
    • Collaborate, Communicate, and Knowledge Transfer to maintain a seamless workflow

     

    Required Skills:

    • English Proficiency - Excellent command in spoken and written English. Can understand with ease what is heard and read, also able to express themselves fluently and precisely.
    • Attention to Detail: Accurately capture specific pieces of information (details)​ and the ability to document these details in the written form, while speaking with the caller as well as following processes correctly​.
    • Efficiency: Able to learn new tasks quickly and follow directions. Receptive to feedback and being adaptive and responsive to updating process.
    • Experience: Facility maintenance knowledge, customer service and software support experience preferred
    • Education: High School Diploma or GED required
    • Attendance and Punctuality: On time attendance to scheduled shifts is required
    • Teamwork: While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations​ and program development efforts. There should be a willingness to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence.

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.