Mantis Innovation provides managed facility services and turnkey program management with technology-enabled solutions that target the entire building footprint. We look at the entire facility—inside and out—and can impact 70% of what a building operator allocates critical budget dollars toward, including: Strategic electricity and natural gas procurement, renewable energy, and demand response; climate impact reduction and reporting, net zero strategies, and sustainability planning; roofing, solar, HVAC assessment management, pavement, building envelope, data center optimization, and EV charging; lighting/LED retrofits, HVAC/mechanical systems, and BMS/BAS improvements and implementation.
This role owns the intake, coordination, and resolution of client service requests across a national portfolio. It ensures incoming issues are triaged quickly, appropriate resources are identified and dispatched, and work is completed with clear communication and minimal disruption to the client. The role serves as a central coordination point for service activity across multiple service types, supporting clients, project teams, and contractors to deliver fast, accurate, and reliable outcomes.
Service requests triaged and dispatched within defined SLA
95%+ of service requests resolved without escalation or client complaint
All work orders and service records entered accurately within 24 hours
Contractor invoices processed within 3 business days of receipt
Client updates provided within agreed timelines for 100% of active requests
<2% error rate in data entry, reporting, and documentation
Maintains strong working relationships across clients, contractors, and internal teams
Receive and triage incoming client service requests across multiple service types
Dispatch appropriate contractors based on location, scope, urgency, and resource availability
Service as a primary point of contact for clients, ensuring timely, clear, and professional communication
Collaborate with project managers, account managers, contractors, and internal teams to coordinate service execution
Track all active service requests and ensure timely resolution
Maintain accurate and complete records in Salesforce and internal systems
Process contractor invoices and confirm alignment with scope and work performed
Generate and distribute client-facing updates and service reports
Identify risks or delays, escalate issues as needed, and support resolution
Maintain visibility into service activity, workload, and coordination needs across a national portfolio
3+ years of customer service or coordination experience
Strong written and verbal communication skills
Ability to manage multiple high-urgency tasks simultaneously
High attention to detail in documentation and data entry
Proven ability to collaborate across internal teams and external partners
Experience in roofing, construction, or facilities services
Experience using CRM or project tracking systems (e.g., Salesforce)
Associate's or Bachelor's degree in Construction, Communications, or related field
Work environment: Office-based, fast-paced, high-volume coordination role
Physical requirements: Sitting, standing, walking; occasional lifting up to 30 lbs.
Schedule expectations: Standard business hours with occasional extended hours based on workload
