Facility Solutions Coordinator - Customer Service

Are you a motivated, fun, & energetic individual looking for a friendly environment to enhance the customer experience for some of the world’s biggest & best brands including Barnes & Noble, LL Bean, Tractor Supply, Petco & Dollar Tree?

DWM has been voted as a Best Place to Work by its employees & is an Inc. 5000 winner both several years running, and a Best and Brightest Company to Work for in the Nation. We are a national service provider that fosters & encourages problem-solvers. We have fun and encourage ideas from all levels to create the best solutions for our clients.

Job Responsibilities

The Facility Solutions Coordinator (FSC) receives, prioritizes, dispatches, and troubleshoots facility maintenance work orders from clients to the DWM International Technician Network. The FSC is an essential point of contact for customers and vendors and must abide by DWM culture and standards when providing customer service.

• Act as an account and trade specialist, managing and documenting work orders from inception to completion while ensuring prompt technician invoicing
• Anticipate client needs by providing proactive, accurate information to clients.
• Maximize DWM profits by using the best technician for each individual work order
• Understand and manage the relationship between clients, technicians, and DWM
• Manage outgoing calls for work order, technician, and invoice management
• Source prospective technicians to expand the DWM International Technician Network
• Manage information in each system by maintaining updated records and notes.
• Enter accurate proposals to the client for approval on work orders with large scopes
• Follow-up on all issued calls within the appropriate time periods while meeting all SLA (Service Level Agreement) requirements
• Required to staff on-call shifts which will require some weekend and evening hours

Regular schedule is Monday through Friday 8:30am-5:00pm in office.

Education Required
High School Diploma or GED
Associates degree or trade experience preferred

Perks and Benefits:

• Full-time, set schedule in a casual, laid back atmosphere
• Professional growth opportunities, without the boundaries of a corporate ladder
• Telework benefits
• Health, Dental, Vision, Telemedicine & Life insurance
• Tuition reimbursement & continuing education opportunities
• 401K plan with a company match program
• Bonus programs and competitions
• Flexible paid time off
• Awesome events & activities (themed parties, lunch & learns, company sports teams)
• Community involvement