Job Description

Schedule : 12:00pm - 8:30pm 

Salary Grade: 27N

CONTEXT OF THE JOB:
Under general supervision of the Customer Service Supervisor, the Operational Support Agent provides customer service and operational support for Facilities, Real Estate, and Auxiliary Services (FREAS). The primary role is to interpret customer needs and process work requests and coordinate work activities of FREAS departments such as M&O, Custodial, Grounds, and Movers. The incumbent also researches and provides information on a wide range of FREAS-related inquiries from customers, management, and staff. Independent judgment and discretion are required to resolve routine and non-routine issues.

This position is considered an essential position. When the University closes or opens late, the person in this position must work their full shift. Must have reliable transportation to ensure attendance during inclement weather conditions that may or may not result in a University closure. Must be available for work during seasonal high-volume periods based on the academic calendar and operational needs.

MAJOR RESPONSIBILITIES:

• Communicate and interact effectively in a diverse University community of students, faculty, staff, mechanics, technicians, managers, visitors, contractors, and others.
• Receive and process requests for service from the University community via phone, electronic forms, email, two-way radio, and walk-up customers.
• Gather accurate, complete, pertinent information regarding service requests or other inquiries.
• Monitor calls for maintenance emergencies such as power outages, gas leaks, floods, etc. Handle emergencies appropriately per Standard Operating Procedures (SOP) and use good judgment when emergent situations don’t have SOP.
• Use sound judgment and reference materials to determine the proper response. Dispatch technicians and/or call managers when appropriate.
• Utilize Computerized Maintenance Management System (CMMS) to create work orders and enter pertinent information. Research CMMS data and provide information to customers or management as assigned.
• Research Miss Utility (MU) locate requests, create work orders if appropriate, update the MU system and interface with requestors such as contractors and project managers.
• Process Facilities Notification System (FNS) requests for notifications to the University community. Utilize FNS to stay abreast of projects that may cause customer calls.
• Reconcile after-hours reports such as fixits, voicemails, Boiler Base logs, and emails by converting them into work orders and/or preparing appropriate summaries for management.
• Research and provide essential information on chargeable work requests, including reimbursable work, RFS requirements, purpose codes and labor/material charges as they pertain to FREAS response and work orders.
• Write, review, and/or update SOPs and other documentation.
• Performs lead role on a primary function such as trainer; contact & reference administrator; Customer Response Matrix (CRM) administrator.
• Performs support role on primary functions not assigned as the lead.
• Provides other operational support such as staffing the UDPD Command Post for events such as football games and Commencement.
• Creates and/or reviews, then publishes notification requests and updates in the Facilities Notification System (Creator-level system privileges). Communicates with requestors and customers as needed to ensure accurate and properly disseminated information.
• Perform other job-related duties as assigned.

QUALIFICATIONS:

• Minimum of a high school diploma or GED with three years of related experience, or equivalent combination of education and experience. Experience in a dispatch center or call center is a plus.
• Strong verbal communication skills include the ability to speak with people from diverse backgrounds.
• Excellent customer service, public relations, interpersonal, and written communications skills.
• Effective organizational and memory skills to cope with periods of high call volume.
• Effective business writing skills to summarize problems and updates to a wide constituency.
• Excellent data entry skills, attention to detail, and commitment to accuracy.
• Ability to handle stressful periods such as maintenance emergencies, high profile events, or high call volume.
• Ability to adapt to ad hoc changes as well as recurring SOP revisions and changes.
• Ability to prioritize and multi-task.
• Independent judgment and decision-making skills.
• Intermediate computer skills, with emphasis on searching functions in all types of business software (CMMS, email, internet, spreadsheets, all formats of documents, etc.). Ability to use basic summary/analysis spreadsheet functions. MAXIMO CMMS experience is a plus.
• Ability to interpret University policies and applicable regulations and anticipate, evaluate and take appropriate action to resolve problems that impact service delivery preferred.
• Basic knowledge of trades and tools, or able to quickly learn through self-training on-the-job.
• Ability to enter critical data during phone conversations.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures and backgrounds.
• Committed to fostering a positive workplace culture that promotes belonging, celebrates diversity, and upholds equity as a core value.

SPECIAL REQUIREMENTS:

• Must maintain a valid driver’s license and have regular access to reliable transportation.
• Must be available for work during seasonal high-volume periods based on the academic calendar and operational needs.

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