Tenant Services Coordinator II (Bilingual)

SUMMARY

The Tenant Services Coordinator II supports clients by coordinating the implementation of small and medium-scale maintenance projects, workspace changes, design services, and office services. They coordinate the resolution of tenant-related issues with tenant services projects. They are also responsible for defining the scope and specifications, RFPs, financial administration, and monitoring contractor performance for tenant services projects and building feature-related projects.

MAIN TASKS AND RESPONSIBILITIES

Specific Projects

• Receive, process, and validate service requests received by phone, email, and in-person visits, and track service calls and work orders (maintain a tracking sheet for each project).
• Collaborate with facility managers to implement small-scale tenant services projects; determine required skills, assist in selecting contractors, and monitor performance.
• Coordinate, plan, and supervise BGIS employees and subcontractors to complete required tenant services projects within the scope of the position.
• Collaborate with multiple stakeholders to ensure projects are completed on time, within scope, budgetary requirements, and maintain customer satisfaction.
• Participate in developing project engineering cost estimates, alternative concept solutions, standards and procedures, and advisor mandate.
• Manage and supervise the performance of design consultants and contractors throughout the project, identifying and resolving issues, while monitoring and ensuring service quality.
• Review contractor work, report irregularities to the facility manager, and request purchase orders.

Health and Safety

• Ensure projects are completed in accordance with all regulatory, environmental, and health and safety requirements.
• Adhere to company procedures to maintain a safe environment for all.
• Send, receive, review, and track health and safety documentation.
• Manage construction activity time and space to ensure no conflicting safety risks.
• Verify customer safety requirements and ensure service providers comply before entering a customer's property.
• Communication:

Write communications with clients, including deadline notices, process updates, and scope requirements.

Documentation

• Create and submit all project-related documents, funding justification, and approval templates, including but not limited to scope and specifications, RFPs, financial administration, and contractor performance monitoring.
• Meet all documentation and submission requirements.
• Complete project evaluation documents to determine the method of implementation and range of services.

Finances and Billing

• Review subcontracted work invoices and correct irregularities.
• Attend schedule and budget review meetings to mitigate cost overruns by understanding and managing schedule or budget risks.
• Write various funding documents that tenants can review and commit the necessary funds for requested services.
• Review all quotes and funding documents to ensure they are accurate and properly completed.

Data Analysis and Management

• Track all projects and schedules, providing regular updates on progress.
• Track project totals and report monthly.
• Analyze annual project totals, report on trends, and cost variances.

Relationship Management

• Establish and maintain constructive relationships with clients.
• Manage client expectations, address issues, and resolve them.
• Manage stakeholder requirements, scope changes, and project expectations.

KNOWLEDGE AND SKILLS

• High school diploma and completion of a specialized technical or commercial course.
• Three to five years of relevant experience in the assignment – facility management, facility operations, client industry sector, government sector, etc.
• Superior customer management or customer service skills.
• Effective interpersonal skills, with particular attention to communication (oral and written).
• Knowledge of project implementation processes and RFPs.
• General knowledge of systems in place in commercial buildings and/or construction.
• Strong organizational, coordination, and documentation skills, combined with the ability to perform multiple tasks.
• Ability to work autonomously.
• Ability to interpret contracts, if applicable.
• Proficiency in CAD format, an asset.
• Specific experience and skills
• Proficiency in Microsoft Office suite and email software.
• Licenses or Professional Certifications

Valid driver's license, if needed.

ROLE DIMENSIONS

• *Project Management:*

Direct small, less complex projects: one discipline, same work group, same location.

*Communications:*

Communication involves a certain degree of difficulty, requiring explanations, consultation, or development to ensure mutual understanding, participation, and/or collaboration with others; may negotiate subcontract terms. Write, if necessary, reports, technical reviews, conclusions, and prepare presentations.

*Expertise:*

Practical knowledge in a specialized field.

*Problem-Solving and Innovation:*

The work requires understanding the nature of the challenge, analyzing data, and implementing appropriate measures. Sometimes, the course of action must be determined very quickly, and solutions may require knowledge of one to three software applications.

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR@bgis.com. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.