Facilities Customer Service Coordinator

Northeastern University•Boston, MA

3d•Onsite

About The Position

Facilities Customer Service Coordinators are on staff around the clock, purposely, to quickly respond to all requests/needs, especially emergencies (e.g., elevator entrapments, floods, no heat, etc.) and serve as the initial point of contact for the Facilities Division. The Facilities Customer Service Center (FCSC) is open and staffed 24 hours a day, 7 days a week, 365 days per year. Faculty, staff, students, vendors, contractors and visitors either visit in person or contact by phone/web the FCSC for a variety of services, chief amongst those being the submission of work requests (approximately 50,000 requests per year.) During the normal university workday (M-F, 8:30 AM – 5:00 PM), all duties and responsibilities listed below may occur. Outside of these hours, only some of these duties are typically performed, and less frequently.

Requirements

High School diploma or GED and two (2) years of customer service-related work experience, preferably in a call center, required.
Ability to effectively interact and clearly communicate with people at a variety of different levels with a focus on customer needs.
Ability to accurately follow procedures and verbal directions.
Possesses basic computer skills with the ability/desire to learn new software programs.
Accurate typing & data entry skills
Proficient typing skills with the ability to accurately enter data.
Willing to work as part of a team and able to work independently in a fast-paced environment.
This position is 40 hours per week and requires a background check.
Mandatory overtime and off-shift coverage.
Must remain on duty until relief personnel arrives.
Schedule is Tuesday through Saturday, 2:30PM until 11PM and includes an alternative holiday schedule.

Nice To Haves

Ability to effectively use NU’s Computerized Maintenance Management System (CMMS) for receiving, completing, and documenting actions on Work Orders, preferred.

Responsibilities

Greeting visitors and act on their needs, accordingly, as detailed in procedures/processes.
Fielding incoming telephone calls and routing appropriately.
Accepting, recording, distributing, and processing work requests dispatching appropriate personnel and escalating issues as procedures direct, or superiors dictate.
Operating a two-way radio, dispatching, and paging system.
Administering the sign out and return of university keys/keycards
Encoding keycards and emergency Huskycard Photo ID printing.
Monitoring energy management system and other emergency alarms.