Data Center Concierge II

Who are we?Equinix is the world’s digital infrastructure company®, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.  A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.  Data Center Concierge IIJob SummarySupports customers by coordinating visits and schedules, and following up on inquiries and issues. Performs administrative tasks such as record keeping, coordinating activities, and managing data center work queues.ResponsibilitiesSupervisionSupervise & coordinate a team of Receptionist staffs remotely in delivering cross-sites supportive services to internal teams and CustomerCustomer SupportEducates customers and provides information on policies and procedures, the facility and servicesCoordinates customer work visits with security and escorts customers and/or vendors as needed throughout data centerTracks, follows up, and reports on customer inquiries and issuesDevelops and cultivates relationships with customersProvides general data center tours to new customersOrders SupportEnters and/or checks status of customer orders into ticketing system for order fulfillmentPerforms invoice verificationAssists with shipping inquiries including tracking packages, creating tickets, and locating shipments Internal/External ContactDirects and/or sources inquiries to appropriate cross-functional teams (Care/Sales/Ops); serves as an on-site customer liaisonMaintains positive business relationships with local vendors (Hotel, Restaurant, Taxi, Catering) in support of Equinix customer needsActs as POC and local informational resource to Sales, Care, and Marketing; informs regional Management as appropriateProblem SolvingEngages field and other personnel when necessary to ensure problem resolutionAbility to discern Customer Satisfaction-related issues and escalate to managementStock MaintenanceSupports and maintains clean, fully-stocked and functional Customer Care Areas and Conference rooms to include all amenitiesAdministers vendors providing standard office services (i.e., cleaning, copier, coffee) and orders office suppliesReportingSupports accurate and timely Condition Report creation and closureReviews routine data center Operations Weekly Status reports and provides analysis, as neededProcess OptimizationIdentifies trends and coordinates with leadership team to implement tools or enhancements to simplify processesAdministrationAssists customers with conference room scheduling and resolution of conflictsCreates templates to easily send to a customer via mobile SMS, e-mail or printoutKeeps records of activities within the data center including circuit inventories, installed power inventories and labor hours expendedDirectly coordinates activities as needed with the Equinix Response CenterAnswers incoming phone calls to the data center Maintains the conference room and tour schedulesManages the data center work queues via internal systems (i.e., dispatch, updates, and escalations of tickets)May generate purchase requisitions and coordinate with vendors for delivery and invoicingAssists with special projects as assignedQualificationsTypically requires a high school diploma and 2+ years of equivalent work experienceEquinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.