Property Facilities Team Leader

Connext Global Solutions is a dedicated team of business process outsourcing experts and innovators, supporting world-class companies in industries such as Title and Escrow, Healthcare, Retail, Finance, and Technology.

We are currently looking for a Property Maintenance Team Leader to work with Connext's client in the US.

What's in it for you?

• Competitive pay, bonuses, and allowances
• Paid time off (including for probationary employees)
• Overtime, and holiday pay
• Health and life insurance effective on Day 1
• Professional development and training
• Employee assistance programs (EAP)
• Company-sponsored events and activities
• Volunteer and community service opportunities
• Recreational amenities
• Certified Great Place to Work (2022)
• Supportive and inclusive work culture

What is the job?

The Team Leader is responsible for managing and addressing facility-related issues reported by clients and occupants. This role ensures timely resolution of maintenance concerns, coordinates with internal and external teams, and upholds a safe, comfortable environment for all building occupants. Reporting to the Facilities Manager, the role also drives service quality by coaching team members and ensuring adherence to operational standards.

Responsibilities:

• Answer incoming calls and emails regarding facility-related concerns, including after hours, weekends, and holidays.
• Troubleshoot and assess reported issues to determine next steps or escalate appropriately.
• Create, track, and maintain work orders using internal client systems.
• Dispatch maintenance technicians or contractors for urgent repairs.
• Follow up on service requests and provide status updates.
• Document all customer interactions, service calls, and actions taken.
• Offer clear, calm, and supportive communication to customers and occupants.
• De-escalate dissatisfied clients by offering immediate support and solutions.
• Provide guidance on project execution issues and recommend solutions.
• Input accurate data into client systems for tracking and follow-up.
• Maintain a professional attitude and appearance on-site.
• Remain flexible to work various shifts, including holidays.
• Oversee and schedule team activities, ensuring timely handling of work orders and customer requests.
• Lead, motivate, and mentor team members to achieve performance goals and uphold service standards.
• Coordinate with internal teams (client management, operations) for issue resolution and process improvements.
• Act as liaison between clients and internal teams to guarantee seamless service delivery.
• Serve as point of contact for clients, handling escalations and service requests.
• Prepare and maintain documentation, including standards, process flows, and reports.
• Conduct training sessions for team members on best practices, system use, and client communication.
• Regularly evaluate team performance and suggest process enhancements.
• Monitor workloads and assign tasks to ensure targets and deadlines are met.
• Provide guidance on complex issues, ensuring timely and accurate resolutions.p
• Proactively follow up to confirm all issues are addressed before escalation.

Qualifications:

• Proficient in Microsoft Office with intermediate to advanced Excel skills.
• Familiarity with dispatch coordination or call center tools.
• Ability to navigate third-party customer systems.
• Work order creation and tracking.
• Multitasking and prioritizing in fast-paced, high-pressure settings.
• Strong organizational and time management skills to handle multiple tasks accurately.
• Ability to analyze issues and recommend effective solutions.
• Experience in coaching and strategic action planning for team improvement.
• Develops clear, actionable plans and drive team success.
• Calm and composed demeanor when handling complaints or emergencies.
• Clear and coherent in both written and verbal communication skills to be able to effectively convey information, provide feedback, and communicate with team members and management.
• Maintains a constructive attitude and thrives in team environments.
• Amenable to work on-site and during weekends or holidays (Thanksgiving Day, Christmas Eve, Christmas Day, New Year's Eve, and New Year's Day).