Accelerate your success at Colliers.
Why Colliers?
As one of Canada’s leading commercial real estate services firms, we are driven by our mission to accelerate success for our people, clients, and communities.
A career at Colliers gives you the opportunity to make an impact, advance your career, and collaborate with top-tier talent. Don’t just take our word for it – we’ve been recognized as a top employer on a number of prestigious lists, including Best Workplaces in Canada, Best Workplaces for Women, Best Workplaces with Most Trusted Executive Teams, among others.
***This is a 12-month maternity leave contract role for a Team Lead, National Services Centre position based out of our Vancouver offices***
About the role
The primary purpose of the Service Centre Team Lead is to oversee the day-to-day operations and administration of the Colliers National Service Centre. The Team Lead is the point of contact for all daily operations and escalations for the National Service Centre, is responsible for reporting key performance indicators related to workflows, delegates, and supervises the Service Centre Coordinators, is the first point of escalation for concerns, and provides the Service Centre Manager as required.
Essential Functions and Job Duties
Coordinate the distribution and resolution of phone, email and online tenant service requests. Ensure requests are completed in a timely manner, meeting required service levels.
Oversee the creation and dispatch of inspection work orders and preventative maintenance work orders.
First point of escalation for all Service Centre issue inquiries originating from internal and external stakeholders.
Create and distribute correspondence to Facility Services employees as required.
Oversee follow-up and review of outstanding work orders and escalate to appropriate parties as required.
Coordinate the distribution and resolution of phone, email, and online tenant service requests through the Service Centre team. Ensure requests are completed in a timely manner according to required service levels
Monitor and maintain the call centre dashboard and service levels.
Coordinate Service Centre training for clients, tenants, and staff.
Act as the primary liaison for our after-hours partner; communicate after-hours coverage and absences.
Work with Property Managers on issues pertaining to their portfolio to ensure that property staffing, contact information and escalations are current.
Prepare Service Centre and CMMS usage reports and dashboards.
Oversee attendance and vacation tracking and coverage for Building Operators and others and inform regional managers of employee absences to program to CMMS.
Maintain and track keys in the Service Centre lock box.
Responsible for training of all Service Centre Coordinators, including current coordinators and new hires.
Coordinate cross-training for new Service Centre and Real Estate Management Services employees.
Delegate administration and tasks of the Service Centre to the Service Centre Coordinators.
Ensure adequate coverage for Service Centre Coordinators and arrange temporary coverage as needed.
Oversee after-hours procedures and communication with our after-hours partner.
Oversee and maintain Service Centre marketing collateral (brochures)
Take lead on property onboarding/offboarding transition projects, including participating and providing updates at scheduled transition project meetings, and upkeep of Service Centre tasks on project using SmartSheet.
Other duties as required.
What you’ll bring
Post-secondary degree preferred.
A minimum of 2 years related experience in a customer service or call centre role, including 1 year of supervisory experience.
Exhibit a high level of professionalism and excellent interpersonal skills.
Ability to supervise others and delegate job tasks as required with objectivity.
Is a role model for others; strong work ethic, leads by example, and inspires others to work toward common goals.
Possess strong organizational, time management, and project management skills with a demonstrated ability to work both independently and collaboratively within a dynamic team environment.
Requires an excellent customer service approach to handle daily interactions with both internal and external customers.
Proactive, assertive, results-driven, goal-oriented, team player.
Excellent written and oral communication skills; ability to draft, edit and format professional business correspondence.
Ability to take initiative and deal intuitively with situations, works well under pressure and with minimal direction/supervision, deal with multiple deadlines, and effectively and pleasantly handle stressful situations.
A basic knowledge and understanding of real estate is desirable.
Advanced computer skills and experience in Microsoft Office.
Pursuant to the laws regarding job postings in Vancouver, BC Colliers is disclosing the following information:
Approximate Salary Range for Role: $57,347 to $65,000
Our salary ranges are determined by role, level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all Canada locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
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What we offer:
Innovative projects: Work on cutting-edge initiatives that shape our communities, drive our growth, and make a tangible impact.
Career growth: Advance your career and achieve your goals with industry-leading training and development programs.
Competitive benefits & compensation: Enjoy a comprehensive and flexible benefits package along with competitive compensation that rewards your contributions and supports your well-being.
Collaborative culture: Join our enterprising team where innovation thrives, collaboration is key, and our people are empowered to be their authentic selves and do their best work.
Diversity, Equity & Inclusion: Our robust North American Diversity & Inclusion Program features eight Employee Resource Groups (ERGs), where you can connect, learn, and contribute to a diverse and supportive community. Learn more: https://www.collierscanada.com/en-ca/careers/diversity-and-inclusion
Global network: Join a global team of 24,000 professionals across 70 countries, where you'll expand your network and learn from experts in a dynamic international community. Accelerate your career and enhance your expertise as you connect and collaborate with top talent around the world.
Applicants must be currently authorized to work in Canada on a full-time basis. The employer will not sponsor applicants for work visas.
Direct applicants only please, no agencies.
Colliers is an equal opportunity employer and values diversity in its workforce. Colliers encourages applications from all qualified individuals and will accommodate applicants' disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. If you require a disability-related accommodation to participate in the recruitment process, please contact the recruitment team by email at careers@colliers.com.