Position Title: Facilities Maintenance Coordinator (CSC)

Reports To: Client Lead

Pay: $52-$65k/year

FLSA Status: Exempt, Full-Time

The Opportunity:

Identiti is looking for a highly organized, customer-focused Facilities Maintenance Coordinator to join our growing Facilities Maintenance team. This role will play an important part in supporting the onboarding of new clients, managing an increasing volume of work orders, and helping expand our customer and revenue base.

The Facilities Maintenance Coordinator serves as a key connection point between our clients, vendors, field resources, and internal teams. You'll be responsible for keeping work moving—from the initial client request through dispatch, scheduling, vendor coordination, completion, and follow-up.

This is a fast-paced, highly collaborative role where communication and follow-through are critical. You'll work directly with clients and vendors, manage competing priorities, negotiate pricing when needed, and have the confidence to address challenging conversations professionally.

Why Identiti?

Identiti is a national leader in brand implementation, specializing in custom signage, branded environments, and facilities maintenance. Founded in 1991, we have grown from a local service agent into a trusted national partner serving multi-site clients across the country.

Our Signage division provides end-to-end solutions—from design and fabrication to installation and program management—with a focus on quality, efficiency, and integrity. Our Facilities Maintenance division provides responsive and preventive maintenance services that help our clients protect, maintain, and extend the life of their branded environments long after installation. Together, our Signage and Facilities Maintenance teams allow Identiti to support clients throughout the full lifecycle of their branded spaces.

At Identiti, we believe in being People First. We value teamwork, excellence, adaptability, momentum, and sustainability, and we're committed to creating an environment where our people can grow and make an impact.

What You’ll Do:

Client Communication & Relationship Management

• Serve as a primary point of contact for assigned clients, providing responsive and professional communication throughout the work-order lifecycle.
• Respond to client requests, questions, and concerns in a timely manner and ensure appropriate follow-up.
• Communicate work-order status, scheduling updates, delays, costs, and resolutions clearly to clients.
• Build strong client relationships through consistent communication, accountability, and follow-through.
• Proactively identify issues that could impact the client experience and work with the appropriate teams to resolve them.
• Maintain a high level of professionalism when handling difficult or sensitive customer conversations.

Dispatching & Work-Order Management

• Manage a high volume of facilities maintenance work orders from initiation through completion.
• Review incoming work orders to understand the scope, urgency, location, and required trade or service.
• Dispatch appropriate technicians, vendors, and service providers based on project requirements, availability, location, and customer expectations.
• Coordinate schedules and ensure work orders are progressing toward established completion dates.
• Monitor open work orders and proactively follow up on outstanding items, delays, and scheduling issues.
• Ensure work-order information, status updates, notes, and documentation are accurately maintained in the appropriate systems.
• Track work-order completion and follow up to ensure work has been completed to customer expectations.

Vendor Relations & Negotiations

• Develop and maintain strong working relationships with vendors, subcontractors, and service providers.
• Communicate work requirements, scheduling expectations, customer standards, and completion requirements to vendors.
• Obtain and review vendor pricing and proposals for assigned work.
• Negotiate pricing, scheduling, and service requirements when appropriate to achieve the best outcome for the client and Identiti.
• Hold vendors accountable for commitments, quality, responsiveness, and completion timelines.
• Address vendor performance issues and have direct, sometimes difficult, conversations when expectations are not being met.
• Escalate vendor issues when additional support or approval is required.

Scheduling & Coordination

• Coordinate technicians, vendors, materials, customer schedules, and other resources necessary to complete work orders.
• Balance competing priorities and adjust schedules as project or customer needs change.
• Proactively identify scheduling conflicts and develop solutions to minimize delays.
• Maintain accurate schedules and ensure internal stakeholders are aware of changes that may affect their work.
• Coordinate closely with Client Leads and other internal team members to ensure consistent execution.

Internal Communication & Team Collaboration

• Maintain strong communication with Client Leads and internal Facilities Maintenance teams.
• Provide timely updates on work-order status, vendor issues, client concerns, costs, and potential risks.
• Ensure information is accurately communicated between clients, vendors, field resources, and internal stakeholders.
• Escalate issues appropriately while taking ownership of finding solutions.
• Support the team in maintaining consistent processes and service standards as the Facilities Maintenance business continues to grow.

Performance & Continuous Improvement

• Meet established productivity, quality, responsiveness, and customer-service expectations.
• Monitor and manage individual work-order performance, including volume, completion rates, and timeliness.
• Contribute to key performance indicators, including on-time completion and first-time fix performance.
• Identify recurring issues and opportunities to improve processes, vendor performance, scheduling, and customer communication.
• Support the successful onboarding of new clients and help establish efficient processes as client volume increases.
• Perform other duties and special projects as assigned.

Knowledge, Skills, and Abilities:

Required

• High school diploma or equivalent.
• At least 3 years of direct customer service experience.
• Strong verbal and written communication skills.
• Proven ability to manage multiple priorities and a high volume of work while maintaining accuracy and responsiveness.
• Strong organizational and time-management skills.
• Demonstrated ability to communicate professionally with customers, vendors, and internal stakeholders.
• Comfortable having direct and sometimes difficult conversations while maintaining professionalism.
• Strong problem-solving skills and ability to take ownership of issues through resolution.
• Ability to work independently while contributing effectively as part of a team.

Preferred

• Experience in facilities maintenance, commercial construction, field services, or a related industry.
• Experience working with technicians, trades, subcontractors, or service vendors.
• Previous Facilities Maintenance Coordinator, Project Coordinator, Service Coordinator, Dispatcher, or similar experience.
• Call center or high-volume customer service experience.
• Project coordination or project management experience.
• Experience working with enterprise software, ERP systems, work-order management systems, or facilities management platforms.
• Familiarity with common facilities maintenance trades and terminology.

Technical Skills:

• Strong computer literacy and ability to learn new software and systems quickly.
• Experience with enterprise-level CRM and/or ERP systems is required.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, and PowerPoint.

Identiti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.