Call Center Team Lead w/ Facilities Management Experience

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.

There's a lot to love about Connext. Here are some of the reasons why:

• Competitive salary and bonuses
• 20 Annual Leave Credits
• Health, dental, and life insurance
• Fun HR virtual and onsite events
• Professional development and training opportunities
• Employee assistance programs (EAP)
• Employee volunteer and community service opportunities
• Amenities for leisure and recreation
• Certified Great Place to Work

Job Description

• 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.

• Proactively follow up to confirm all issues are addressed before escalation.

Required Qualifications

• At least two (2) years of experience in facilities support.

• At least two (2) years in a BPO leadership role

• 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.

• Experience in coaching and strategic action planning for team improvement.

• 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.

• 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).

Why choose
CONNEXT? Great Company Culture, a Great Place to Work Certified, Great Benefits, and lots of room for growth
.

Connext
is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.