Facilities Operations Control Representative (Call Center)

University of Miami•Coral Gables, FL

35d

About The Position

The Facilities Operations Control Representative serves as a liaison to faculty, staff, and facility managers to ensure the safety of facility occupants and guarantee the smooth operations of all facility functions and operations. Department Specific Functions (specific to Coral Gables campus) The Facilities Operations Control Representative serves as a liaison to students, faculty, staff, and Facilities team members to receive reports of facilities-related matters on campus and use various communication methods and the University's work order management system to dispatch and schedule Facilities technicians to address identified issues. The more in-depth job duties and responsibilities of the Facilities Operations Control Representative include, but are not limited to:

Requirements

High School diploma or equivalent
Minimum 1 year of relevant experience
Commitment to the University's core values.
Ability to work independently and/or in a collaborative environment.
Skill in data entry with minimal errors.
Ability to accurately prepare and maintain records, files, reports and correspondence.
At least (1) year of experience in related fields such as: Administrative, Customer Service, Facilities Operations, etc.
Must have proven emphasis on teamwork, cooperation, customer relations and leadership in problem solving.
Knowledge of Microsoft Word, Microsoft Excel, and Microsoft Outlook.
Skills in assessing, organizing, prioritizing, and multi-tasking.
Strong written and verbal communication skills.
Ability to work in a team setting.
Be accountable for all aspects of their role and continuously improve.
Demonstrates the willingness to take initiative and take on work tasks independently.
Strong attention to detail.

Nice To Haves

Preferred knowledge of work order management system.

Responsibilities

Answers phone calls with appropriate greeting, and addresses and resolves issues or transfers to appropriate staff.
Enters, transcribes, records, stores or maintains information in written or electronic form.
Monitors and responds to email requests received through customer service email accounts.
Ensures that alarm notifications received through electronic monitoring, security or email are accurately reported.
Oversees work order control and management.
Distributes office supplies and assists in maintaining uniform inventory.
Generates process and distribute work orders from online requests queue, phone calls, faxes, walk-ins, and emails.
Adheres to University and unit-level policies and procedures and safeguards University assets.
Answer phone calls from students, faculty and staff and take appropriate action for each call.
Monitor incoming work order requests (online SRO website, departmental email, Microsoft Teams) so to generate work orders through the University's work order management system and dispatching Facilities technicians to address requests.
Assist in the communication of general maintenance, major repairs, and shutdowns in a timely, effective and efficient manner via various forms of communication, written and orally.
Maintains consistent and effective communication to administration, management, and the field team on day-to-day operations, as well as responding to planned or unplanned issues, utility disruptions, or emergencies.
Monitor alarm systems, such as energy, fire alarm, and lift stations, and ensure appropriate action is taken when alarm notifications are received so to mitigate interruptions to University operations and life-safety issues. Respond to urgent matters and involve mangers, mechanics, and contractors as needed.
Performs quality assurance review or work orders to ensure accuracy in work order components (i.e. work order types, account numbers, comments, status, etc.)
Resolve customer complaints or answer customers' questions regarding Facilities-related matters, including following-up on survey responses.
Serves as a liaison to students, parents, faculty, and staff regarding Facilities-related matters and status of work orders.
Works closely with University-approved contractors (i.e., Environmental Services, elevator maintenance contractor, etc.) to dispatch issues and follow-up on status as needed.
Evaluate and assign proper Access Control levels to online requests for appropriate routing through approval process.
Notify on-call leader and mechanics of after-hour emergencies and communicate timelines for incidents, corrective actions, and resolutions.
Generate and send end of shift reports to inform Facilities team members of activities that transpired throughout the shift.
Supports the creation of the on-call roster and the notification process. Distribute the on-call roster weekly via email and make changes to roster as needed.
Prepare & distribute holiday schedules for Facilities Operations and coordinate appropriate levels of coverage for business continuity.
Participates in departmental meetings and other University initiatives as requested.
Serves as an integral member of the University's plan for disaster preparation and recovery.
Position is essential personnel. Must be able to perform shift work, to respond to after hour's emergency call-in, and work in environments out of normal duties as needed.
Other duties as assigned.