Facilities Call Center Specialist I (night shift)

Stanford Health Care•Newark, CA

1d•$31 - $35•Onsite

About The Position

The Facilities Services division plays a key role in helping Stanford Health Care accomplish this mission. With a fast-paced, tech-savvy, and lean culture that focuses on goals, metrics, and continuous improvement, Facilities Services provides non-clinical operational support to Stanford Health Care and other Stanford Medicine entities to ensure safe and successful non-clinical operations 24/7 and plan for the organization’s future facility needs. Facilities Services Response Center (FSRC) encompasses the five independent response centers that support the full scope of Facilities Services. As a unit, FSRC provides a broad range of operational support across Stanford Medicine. The Facilities Call Center Specialist I receives and manages incoming calls/inquiries, typically in emergency or service-related situations. Responsible for gathering information, assessing urgency, and dispatching the appropriate personnel or resources to address the call. Facilities Call Center Specialist acts as a crucial link between callers and field units, ensuring timely and effective response.

Requirements

High School Diploma or GED equivalent.
Minimum of two (2) years of progressively responsible and related work experience.
Ability to adapt to and deal with change and ambiguity.
Ability to multi-task, handle multiple tasks simultaneously, including answering calls, dispatching resources, and documenting information.
Ability to plan, organize, prioritize, work independently to meet deadlines.
Maintains composure and focus during stressful and urgent situations is vital.
Problem-solving able to think critically, analyze situations, and make sound decisions under pressure is essential.
Capacity to work in a fast-paced environment and work as part of a team to collaborate effectively.
Excellent verbal and written communication skills are crucial for gathering information, relaying instructions, and maintaining clear communication with field teams.
Proficient computer skills including work order management systems. Microsoft Office and other relevant applications.
Excellent customer service, even in challenging situations is important.
Physical requirements as needed to perform the job functions

Responsibilities

Answers a high volume of telephone calls, emails and Microsoft Teams messages promptly and professionally.
Dispatches the appropriate facilities services personnel or equipment needed to address urgent and non-urgent service requests to the appropriate location.
Relay information clearly and concisely to field units, including directions, updates and any relevant details.
Assess the urgency and nature of each call and prioritizes dispatch accordingly.
Maintains accurate records of calls/inquires, dispatches and other relevant information.
Actively engage in briefing oncoming shift personnel on awareness or evolving issues.
Follows and provides feedback on standard procedures, protocols and regulations to ensure all urgent and non-urgent operations are carried out efficiently
Provides excellent service to callers/inquiries, even in stressful situations, and builds positive relationships.
Responsible for escalating complex or unresolved issues to Facilities Call Center Specialist III or management.
Perform additional duties as assigned to support departmental needs.