Assistant Facility Manager / Product Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee and manage daily call center activities, including receiving and coordinating maintenance repair requests, scheduling, follow-ups, quote preparation, and post-service tasks.

• Evaluate and prioritize pending work orders based on age, status, and urgency, ensuring that 95% of all assigned work orders are addressed promptly.

• Engage with clients daily through phone, email, and various system platforms to uphold excellent relationships and guarantee the timely and satisfactory completion of work orders and special projects.

• Train, mentor, and assess support center representatives, monitoring calls to enhance quality, reduce errors, and assist team members in navigating challenging situations.

• Strategically plan and allocate resources (personnel, supplies, technology) to optimize productivity while preparing and managing schedules and shifts.

• Work collaboratively with Operations Managers, Account Managers, Category Managers, Service Providers, and Facilities teams to troubleshoot issues and manage intricate client projects from their inception to successful completion.

• Formulate and execute strategies aimed at enhancing customer satisfaction, call center efficiency, and overall staff performance through the analysis of metrics and cost evaluations.

⛳️ Requirements

• Demonstrated experience in facilities management, call center operations, or leadership roles in customer service.

• Strong organizational abilities with a proven capacity to prioritize and handle multiple tasks simultaneously in high-pressure situations.

• Exceptional communication and interpersonal skills, with a successful history of building and maintaining client relationships.

• Familiarity with work order management systems and facilities management software.

• Proven leadership skills, including training, mentoring, and evaluating team performance.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities