POSITION SUMMARY
Serves as the administrative backbone of the Facility Services department. Supports scheduling coordination through Rivet/excel, maintains and updates the department's weekly KPI Head-to-Head scorecards and leader board across every role, point of contact for field needs, and serves as the primary point of contact for client outreach — calling clients directly to collect honest, scored feedback that feeds the department's client satisfaction and retention metrics, and following up on outstanding invoices to support AR collections. Bridges the Director, Account Managers, Project Engineers, Superintendents, and Technicians with consistent, accurate, and current information.
HIGH PAYOFF ACTIVITES:
Support Scheduling Through Rive t / Excell (approx. 2 days/week)
Maintain and update Rivet to reflect current job assignments, crew availability, and the department's master scheduling lookahead.
Coordinate with Account Managers and Superintendents to confirm schedule accuracy before publishing.
Flag scheduling conflicts, gaps, or delays to the Director and Superintendent for resolution.
Support the department's shift from one-week to 4-week forecasting by keeping Rivet data current, reliable and technicians updated.
Track and Update the KPI Head-to-Head Board (Weekly)
Collect and enter weekly KPI actuals for every role — Director, Account Manager, Project Engineer, Superintendent, and Technician — into the Head-to-Head tracking tool.
Confirm data accuracy with each team member or their manager before entry.
Maintain the roster as team members are hired, promoted, or change roles.
Flag missing, stale, or inconsistent data to the Director ahead of each weekly review.
Client Satisfaction & Retention Outreach
Call clients on an established weekly/monthly cadence to collect direct, honest feedback on team performance, responsiveness, and quality.
Score and log client feedback consistently, feeding the Client Satisfaction Score and Client Retention/Renewal Rate KPIs.
Escalate any negative or at-risk feedback immediately to the relevant Account Manager and the Director.
Maintain an outreach log per client/account so every relationship has a documented history.
General Department Administrative Support
Support team onboarding process, badging, and administrative setup for new Facility Services hires to ensure no one enters their job in the unknown
Assist with meeting coordination, agendas, and follow-up item tracking for department meetings.
Maintain department documentation logs (OSL) for accuracy and completeness.
**AR Collections & Invoice Follow-Up **
Call clients on outstanding invoices to follow up on payment status, working the AR aging report on a weekly cadence.
Escalate accounts significantly past due to the Account Manager and Director, with clear notes on the conversation and expected payment date.
Coordinate with the Accounting/Finance team to keep collection notes, payment promises, and account status current.
Document every collection call outcome in the AR tracking log so nothing is chased twice or missed.
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** **OTHER TASKS & RESPONSIBILITIES ****
Other duties as assigned
**** REQUIRED SKILLS/ ABILITIES
Excellent verbal and written communication skills, comfortable making outbound client calls and asking for honest feedback
Comfortable holding direct financial conversations with clients regarding outstanding invoices and payment status
Highly organized and detail-oriented, able to manage multiple recurring weekly deadlines across scheduling, KPI tracking, and client outreach
Proficient in Microsoft Office (Word, Excel, Outlook) and comfortable learning new software, including Rivet and the KPI Head-to-Head tool
Ability to maintain confidentiality and handle individual performance data professionally
Strong follow-through — able to track down missing information without being asked twice
Comfortable with routine data entry and basic calculations (attainment percentages, targets, variances)
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**EDUCATION & EXPERIENCE **
Minimum of 1–2 years' administrative experience, ideally in construction, facility services, or a field-service organization
Experience with scheduling software preferred; familiarity with Rivet is a plus
Experience with AR collections, invoicing, or accounts receivable follow-up is a plus
Associate's degree preferred — Business Administration or related field
PHYSICAL REQUIREMENTS & WORKING CONDITIONS
Prolonged periods sitting at a desk, working on a computer, and on the phone
Must be able to work in a general office setting
Occasional local travel between the Phoenix and Tucson offices may be required
Extended phone use for client outreach calls