Program Management Specialist
About The Position
Serves as a Program Management Specialist in Facilities Management’s Customer Response Center (CRC), functioning as a primary point of contact for campus customers, Facilities Management staff, and partner units. This position supports continuous, 24-hour operations by receiving, processing, documenting, and routing routine and emergency service requests; coordinating dispatch and emergency response communications; monitoring building, alarm, and life-safety systems; maintaining operational logs and records; and ensuring timely, accurate, and customer-focused service delivery. The incumbent uses AssetWorks, communications equipment, and building monitoring alarm platforms to coordinate work, track incidents, support emergency response, and maintain continuity of operations. Incumbents may support day, evening, overnight, weekend, and holiday operations as assigned. This position is designated as an essential employee and required to work during campus emergencies, weather events, and other continuity-of-operations situations. Position supports 24-hour, 7-day-a-week operations and may require day, evening, overnight, weekend, holiday, overtime, and shift coverage based on business needs.
Requirements
- Bachelors degree
- Two years experience in administrative staff work
- Elementary knowledge of reference and research methods and techniques used in collecting, compiling, and organizing data and information
- Elementary knowledge of basic methods and techniques used in organizing and conducting studies and analyses or programs, procedures, and organizations
- Elementary knowledge of basic analytical and statistical principles and techniques
- Skill in the use of office automation software and its application
- Skill in operating manual and automated office equipment
- Ability to establish and maintain effective working relationships
- Ability to present ideas and information clearly and concisely both orally and in writing
- Ability to perform mathematical computations
- Ability to present statistical material in chart and graph form
- Possess a valid driver's license
- If driving a state vehicle, must possess a valid Maryland Class C driver's license (or equivalent) with fewer than six (6) points
Nice To Haves
- Two years of experience with inbound customer service, call center operations, phone sales, face-to-face customer service or a facilities/maintenance environment
- Experience in customer service, dispatch, call center, operations center, public safety communications, facilities operations, phone sales or similar service environment
- Experience using computerized work management, dispatch, or incident management systems
- Experience supporting emergency response, service coordination, or building systems monitoring
- Experience providing customer service in a high-volume, fast-paced environment
- Ability to communicate clearly, professionally, and effectively by phone, email, radio, and in person
- Ability to gather accurate information, ask clarifying questions, and document requests completely
- Ability to prioritize and coordinate multiple routine and urgent requests simultaneously
- Ability to remain calm and effective during emergencies and high-pressure situations
- Ability to use office software, automated work management systems, and communications equipment
- Ability to maintain records, logs, and incident documentation with a high level of accuracy
- Ability to work collaboratively with multiple departments and campus stakeholders
- Ability to interpret and follow established procedures, protocols, and escalation paths
- Ability to support a customer-service-centered environment with professionalism and tact
Responsibilities
- Receiving, processing, documenting, and routing routine and emergency service requests
- Coordinating dispatch and emergency response communications
- Monitoring building, alarm, and life-safety systems
- Maintaining operational logs and records
- Ensuring timely, accurate, and customer-focused service delivery
- Using AssetWorks, communications equipment, and building monitoring alarm platforms to coordinate work, track incidents, support emergency response, and maintain continuity of operations
Benefits
- For more information on Regular Nonexempt benefits, select this link.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
