CUSTOMER SVCS TECH

Orange County Public Schools•Orlando, FL

About The Position

This position is responsible for effectively taking facility management work requests, transportation field trip requests and other information over the phone, fax, computer, etc. and passing the needed information to the proper personnel for timely action. The position is the initial contact for work and field trip requests and serves as the liaison for the status of requests and problem resolution. This position is extremely important in providing the communication link between the customer and the service provider.

Requirements

A high school diploma or GED is required.
A strong background in customer service/related experience in stressful situations
At least one (1) year of experience in a call center or customer service environment is required.
Ability to understand facility management and basic construction concepts and terminology.
Ability to simultaneously handle multiple, dissimilar tasks in a single work period.
Ability to communicate very effectively verbally and in writing.
Ability to listen.
Ability to pay attention to detail.
Exceptionally strong customer service skills.
Ability to prioritize key issues.
Determines, when appropriate, whether over-the-phone technical advice may solve the problem and either gives such advice or arranges for technical expert to do so.
Ability to use computers and work processing software.
Ability to find or collect, absorb, filter, store and distribute large amounts of information.
Ability to obtain and maintain a valid driver’s license class E.

Responsibilities

Responds to internal and external customers in a timely, accurate, courteous and empathetic manner representing OCPS in a positive light.
Serves as the initial service contact point for OCPS Facility and Environmental Services.
Serves as the initial contact point for all school based initiated field trip requests.
Communicates daily with Principals, Managers, School Secretary or Bookkeeper, Outside Organizations and Vendors regarding field trips.
Determines when service requests are outside the functional responsibility of the area Operations and Maintenance department, informs the customer, and assists in coordinating other Facilities and Environmental functions as needed to satisfy customer requests.
Initiates the facility maintenance work request/work order process.
Initiates the assignment of drivers and equipment that most effectively and efficiently meets the field trip requests.
Initiates customer notification regarding work start/stop/schedules/problems and status of work, material acquisition, contractor follow-up, etc.
Maintains detailed records of all calls made regarding operations and maintenance issues or transportation issues.
Develops and manages customer/caller relationships within Operations and Maintenance Area and/or the Transportation Department.
Coordinates substitute coverage due to absenteeism. Works very closely with the Communications Center to coordinate substitute coverage due to vehicle crash or mechanical breakdown.
Assists in investigating, documenting and responding to routine complaints.
Assists in reviewing statutes, guidelines, policies and procedures and monitors adherence to Federal, State and district guidelines.
Determines the scope of service requests and their urgency based on specific criteria provided.
Responds in a timely, efficient manner to all customer inquiries.
Informs management of potential problems.
Serves as the coordination point in the Area when an emergency call comes through.
Records customer feedback and notification.
Starts the process for new work.
Responsible for keeping up to date on current technology, as job appropriate, being used by OCPS. With the support of the district, attends training to ensure skill level in various technologies is at the level required to perform in current position.
Responsible for timely and accurate information they maintain as part of their job responsibilities.
Performs other relevant duties and responsibilities assigned by the Supervisor.