About the Role
The Customer Success Associate - Facilities keeps customer operations running smoothly by managing service requests, coordinating vendors, and maintaining accurate records within the Ecotrak platform. This role directly supports customers whose businesses depend on uninterrupted equipment including HVAC, refrigeration, cooking, electrical, and plumbing systems.
What You'll Do
- Manage service requests and work orders in Ecotrak, from assignment through resolution, ensuring SLA compliance and timely progress.
- Coordinate with vendors and service providers on scheduling, ETAs, updates, and completion, escalating performance concerns as needed.
- Communicate clearly and professionally with customers on service status, managing expectations and following through on commitments.
- Maintain accurate, up-to-date documentation and support data integrity across the platform.
- Identify and escalate operational risks, delays, vendor issues, and potential SLA breaches.
- Participate in structured shift handovers to ensure seamless continuity of operations.
- For overnight shifts: conduct quality assurance reviews, perform system maintenance/data validation, and support administrative functions.
What You'll Bring
- Associate Degree, diploma, or equivalent experience preferred; background in Customer Service, or Facilities Management is an asset.
- Experience in operations coordination, facilities management, dispatching, logistics, or customer support preferred, ideally in a fast-paced, high-volume environment.
- Familiarity with ticketing, work order management, CRM, or similar operational software is a plus.
- Strong organizational, time-management, and multitasking abilities.
- Excellent written and verbal communication skills, with strong attention to detail and accuracy.
- Solid problem-solving and critical-thinking skills; ability to stay calm and effective under pressure.
- A strong sense of accountability, ownership, and follow-through.
Core Competencies
Customer Focus
- Accountability
- Professionalism
- Initiative
- Collaboration
- Adaptability
- Decision Making
- Attention to Detail
- Operational Excellence
Working Conditions
- 24/7 operational environment with rotating assigned shifts, including evenings, overnights, weekends, and holidays as needed.
- High-volume, fast-paced, primarily desk-based role requiring prolonged computer use.
- Regular interaction with customers, vendors, contractors, and internal teams.
Please note, only short-listed candidates will be contacted for interviews.