Facilities Call Center Specialist I (night shifts)

Stanford Health Care • Menlo Park, CA

8d • Onsite

About The Position

We're excited to share a unique opportunity to join a team that keeps Stanford Medicine running smoothly around the clock. As a Facilities Call Center Specialist, you’ll be the person others count on to make sure facilities and other operational requests are handled quickly and professionally. If you enjoy helping people, staying calm under pressure, and working in an environment where every day is different, this role could be a great fit for you. You’ll be taking calls, entering requests, coordinating support, and working closely with teams across the organization. It helps to be comfortable using computer systems, being a fast-typer, and communicating clearly with individuals at all levels. Past experience in customer service or call center work is always helpful. Familiarity with Cisco phones or Microsoft Office is a plus but not required. Your ability to prioritize, stay organized, and provide excellent service to our internal partners is a must. The Facilities Services division enhances health through leadership, collaboration, and innovation. The team offers essential non-clinical support 24/7, ensuring safe operations and planning for future needs. Facilities Services represent the intersection of planning, construction, general services, and facilities operations. The Facilities Infrastructure & Safety (FIS) business unit plays a vital role in ensuring the safety, security, and operational integrity of Stanford Health Care facilities while managing disaster preparedness and complex building systems. FIS encompasses Environmental Health & Safety, Facility Field Services, Protective Services, Security Services, Office of Emergency Management, Facilities Engineering – Systems, Operational Technology, Facilities Engineering – Infrastructure, the Facilities Services Response Center, and Facilities Administration and Operations. Facilities Services Response Center (FSRC) is a transformational department focused on consolidating multiple independent call centers into one unified model. This allows Stanford Medicine to scale and respond more effectively to the growing operational demands of the organization. The FSRC plays a critical role in ensuring smooth facilities operations by handling a wide range of service needs quickly and efficiently.

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

Nice To Haves

• Past experience in customer service or call center work is always helpful.
• Familiarity with Cisco phones or Microsoft Office is a plus but not required.

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.

Benefits

• Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery. You will do this by executing against our three experience pillars, from the patient and family’s perspective: Know Me: Anticipate my needs and status to deliver effective care Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health Coordinate for Me: Own the complexity of my care through coordination

What This Job Offers

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