Operations Coordinator

Operations Coordinator Job Description

Title: Operations Coordinator
Location: Cincinnati, OH

Department: National Accounts

About DMG:

Divisions Maintenance Group provides best-in-class facility maintenance services for commercial and residential multisite organizations nationwide.

DMG is an essential partner to the success of our customers and technicians. We offer a dedicated team for every facility need, local field support, 24/7 coverage year round, tailored products and a customer first commitment— delivering uninterrupted peace of mind.

DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits. We have opportunities at our corporate office in Cincinnati as well as field offices around the country and remote workers across the globe.

Job Summary:

The Operations Coordinator is accountable for providing day-to-day operations support to assigned accounts taking customer requests and developing and executing a plan to deliver first class service. Key aspects of the role include work order life cycle management, customer and service provider relationship management and field employee relations. The Operations Coordinator helps the team achieve year-on-year profitable growth through superior execution of the accounts KPIs, management of the budget, and overall operational excellence 24/7.

What You’ll Do:

• Processes, expedites, and tracks work orders from customers including submission into client systems/back-office platform.
• Responsible for being a subject matter expert while delivering operational excellence to our customers. Schedules providers in response to submitted work orders.
• Communicates with customers on progress to completion.
• Provides RFP (Request for Proposal) support & insight (Region, specification, etc. into CRM) and proposal/quote development. Owns contract administration and SLA compliance.
• Develops reporting & execution of KPI’s.
• Uses independent decision making with client and third-party vendors; for example, in assigning work to technicians, creating work orders, invoicing, opening & closing cases in DMG (Divisions Maintenance Group) systems, etc.
• Contribute to the overall DMG (Divisions Maintenance Group) Mission, Vision, and Brand Promise and practice The Basics by providing uninterrupted peace of mind through sustainable relationships and inspired team members and bring peace of mind, work verification, urgency, and value to every FM (Facilities Maintenance) solution through industry-leading technology, innovation, and service.
• Performs all other duties and responsibilities as assigned.

What You Need:

• 0-2 years of related experience
• Bachelor’s degree preferred or equivalent work experience
• Customer service problem solving experience preferred
• Strong working knowledge of Microsoft Office applications - Excel, Word, PowerPoint, SharePoint, Teams, and Outlook.
• Embrace technology including ability to gain working knowledge of software applications quickly.
• Enthusiastic, competitive, resilient, dynamic, and engaging personality. Loves to interact with customers and providers is unafraid of rejection. Has an equal blend of patience and assertiveness. Maintains a professional demeanor when managing stressful situations. Has passion and desire to excel, be the best and win.
• Due to our business, this position must be on call 24/7. This position must be available to answer calls and manage cases 24/7, including during holidays and vacation. Extended hours are required during peak seasons (snow, hurricane, tornado, etc.). ON CALL shifts are scheduled weekly, or biweekly.

What You’ll Get:

• Health, dental and vision coverage on day 1
• 401(k) with company match
• Company paid cell phone
• Internal growth opportunities (we pride ourselves on investing in our talent so we can promote from within)
• Amazing company culture with plenty of perks: free on-site gym, free parking, free lunch once a week and volunteer opportunities, to name just a few