Service Center Coordinator

Responsible for ALL Service Requests directed to Facilities Management via multiple modes - to include the screening and documenting of all incoming service calls, e-mail requests, web forms, and service staff requests for service. Issue service orders and dispatch service personnel via two-way radio, iPad and telephone. Oversee Vehicle Loaner program, to include reservations, verifying driver approval status and return policy is adhered to. Responsible for the KeyTrak system. Coordinate with outside maintenance contractors to provide needed services such as elevator repair, pest control services, etc. Responsible for hiring, training, and managing two student assistants in the Service Center.

Primary contact person for all outside calls for Facilities Management business and screening all visitors to the Facilities Management Department.

Service Center Triage - This IS the Front Line of Facilities Management. All requests for assistance come through this position from all staff and faculty and ALL students in Residential Housing. Responsible for answering two dedicated incoming phone lines, securing necessary information to determine whether the issue is an emergency, entering information into the Integrated Workplace Management System (IWMS) and dispatching appropriate trade/technician to handle the issue (to include, but not limited to Custodial, Grounds Maintenance, Building Services, HVAC, Electrical, Life Safety, Plumbing, Transportation, Lock Smith Services, Pest Control, Elevator malfunctions, etc.) Additionally, check the generic e-mail account for work requests and process through to a service order, as needed. Monitor, approve and dispatch the incoming Customer Requests from the Web Form that feeds into the IWMS. Dispatch all information regarding the service request via two-way radio, iPad or telephone. Enter all information regarding the request into the IWMS and issue the order to the appropriate Foreperson or technician based on the nature of the request. Close service orders for outside contractors (elevators, pest control, etc.) upon completion.

Supervisor Student Assistants - Interview, hire, train, schedule and supervise student assistants assigned to the Service Center, insure all incoming phone lines are answered, and Service Requests are recorded and dispatched via the IWMS.

Mail processing - Responsible for processing all incoming mail to include date stamp, sort by person, and forward to appropriate box.

General Clerical - answer incoming phone lines, take messages, greet and assist visitors to the building. Typing and word processing, spreadsheet records maintenance as necessary. Communicate via Outlook webmail as necessary.

Other duties as assigned, to include ordering copy/printer paper, replenishing printer cartridges, setting up appropriate messages on automated phone system, typing, word processing, etc. and special reports.

Required Education:

Read and comprehend instructions, write information, and complete simple forms.

High school (or GED) level ability in spelling, grammar, basic composition, and math.

Required skills, knowledge, abilities:

Analytical skills with an in-depth knowledge of information systems and technical expertise with Microsoft operating systems, Access, Excel, PowerPoint, Word, Outlook/email, and Internet end-user applications.

Prior experience with Customer Service-related tasks via phone and in-person required.

Prior experience with IWMS, CMMS or the like desirable.

Working knowledge or experience in trades-related fields such as HVAC, electrical, plumbing, building components, etc. is desired in order to better understand the nature of the requests and the ability to ascertain appropriate services and response times needed and appropriate trades technicians to be dispatched.