Facilities Operations Control Representative (Customer Service)

University of Miami - Coral Gables, FL

Full-time - Entry Level

Coral Gables, FL

Educational Services

About the position

The Facilities Operations Control Representative at the University of Miami serves as a vital liaison between faculty, staff, and facility managers, ensuring the safety of facility occupants and the smooth operation of all facility functions. This role involves managing communication, monitoring work orders, and responding to various facility-related issues, thereby contributing to the overall efficiency of campus operations.

Responsibilities

• Answer phone calls with appropriate greeting and address or resolve issues or transfer to appropriate staff.
• Enter, transcribe, record, store, or maintain information in written or electronic form.
• Monitor and respond to email requests received through customer service email accounts.
• Ensure that alarm notifications received through electronic monitoring, security, or email are accurately reported.
• Oversee work order control and management.
• Distribute office supplies and assist in maintaining uniform inventory.
• Generate and distribute work orders from online requests, phone calls, faxes, walk-ins, and emails.
• Adhere to University and unit-level policies and procedures and safeguard University assets.
• Assist in the communication of general maintenance, major repairs, and shutdowns in a timely manner.
• Maintain consistent communication with administration, management, and field teams regarding operations and emergencies.
• Monitor alarm systems and ensure appropriate action is taken when notifications are received.
• Respond to urgent matters and involve managers, mechanics, and contractors as needed.
• Perform quality assurance reviews of work orders to ensure accuracy.
• Resolve customer complaints or answer questions regarding Facilities-related matters.
• Work closely with University-approved contractors to dispatch issues and follow up on status as needed.
• Generate and send end-of-shift reports to inform Facilities team members of activities throughout the shift.
• Prepare and distribute holiday schedules for Facilities Operations and coordinate coverage for business continuity.

Requirements

• High School diploma or equivalent.
• Minimum 1 year of relevant experience in Administrative, Customer Service, or Facilities Operations.
• Knowledge of Microsoft Word, Microsoft Excel, and Microsoft Outlook.
• Skill in data entry with minimal errors.
• Ability to accurately prepare and maintain records, files, reports, and correspondence.
• Strong written and verbal communication skills.

Nice-to-haves

• Preferred knowledge of work order management system.
• Skills in assessing, organizing, prioritizing, and multi-tasking.
• Strong attention to detail.

Benefits

• Full-time position with competitive salary.
• Opportunities for professional development and training.
• Supportive work environment with a focus on teamwork.