Customer Service Representative I (Building Services) - OFMD

Washington University in St. Louis • Hanover County, VA

5d • $17 - $25

About The Position

The Operations & Facilities Management Department (OFMD) at WashU Medicine provides essential services that sustain the medical campus’ mission of excellence in patient care, research, and education. Guided by our PRIDE+ Core Values of Professionalism, Respect, Integrity, Dedication, Excellence, and Mutual Support, we foster a culture of accountability, service, and collaboration across the medical campus. OFMD manages the maintenance and operation of more than 65 buildings, encompassing over 14.8 million gross square feet, including the 11-story, 609,000-square-foot Neuroscience Research Building (NRB), home to one of the world’s largest concentrations of neuroscientists. Our team delivers operational and administrative support, strategic planning, and project management to ensure efficient, safe, and innovative facility operations. As WashU Medicine continues to expand its clinical, research, and teaching footprint across and beyond campus, OFMD remains a trusted partner, driving excellence through seamless facility management and unwavering support of the university’s mission. For additional information, view a quick message from some of our employees: https://facilities.med.wustl.edu/Careers. The Customer Service Representative I role is responsible for providing customer service to our campus buildings and environments. This role supports medical campus customers and staff by collaborating with Facilities Engineering, Environmental Services, Parking and Transportation, Auxiliary Services, and Access Control. This position is responsible for assigned tasks that support the needs and activities of the Operations and Facilities Management Department (OFMD). This posting may be utilized to fill openings across various locations and shift schedules.

Requirements

• High school diploma or equivalent high school certification or combination of education and/or experience.
• Relevant Experience (1 Year)

Nice To Haves

• Conflict Resolution
• Critical Thinking
• Customer Needs Identification
• Customer Service
• Effective Listening
• Interpersonal Communication
• Issue Escalation
• Microsoft Office
• Organizational Commitment
• Phone Experience
• Proactive Thinking
• Professional Etiquette
• Professional Integrity
• ServiceNow Platform
• Speaking Clearly
• Strive for Excellence
• Tactfulness
• Teamwork
• Work Management Systems

Responsibilities

• Provides customer service to all customers and staff.
• Monitors and directs medical campus customers to their appointments, communicates facilities needs for staff through phone, work order, or other appropriate channels.
• Maintains call quality by providing customers with accurate information in a timely and professional manner.
• Provides tier-one customer service follow-up and ensures completion and closure of escalated service issues.
• Receives, records, and distributes verbal and written work orders from departments to service crews through ServiceNow and/or direct conversation, based on urgency.
• Coordinates with facility units in their clinical building to ensure follow-up and completion of work orders assigned.
• Maintains a strong working knowledge of software, computer, and telephone systems, as well as facilities terminology for submitting work orders.
• Perform other duties as assigned.

Benefits

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U-Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED