Service Call Clerk

M.C. Dean, Inc•Raleigh, NC

7d•Onsite

About The Position

The Service Call Clerk serves as the primary public face of the company and facility in addressing, documenting, and initiating responses to customer calls, concerns, and issues. In this role, staffing the front desk, you will manage communications from all source medium (phone, email, in-person, etc.), maintain the facility CMMS database for service items, and dispatch service response to the facility team. This role is foundational to the success of facility team in meeting contractual requirements. They will report to the Administrative Clerk and work jointly with the Project Manager (PM) and the Service Manager (SM). This position is covered by the CBA for Industrial, Technical and Professional Employees Union, OPEIU Local 4873.

Requirements

High School Diploma / GED with 3+ years of experience in facilities, property management, or operations.
Experience operating and maintaining the CMMS system for a large facility with extensive asset counts and significant customer personnel.
Proficiency with Microsoft Word, PowerPoint, Outlook, and working knowledge of Excel.
Ability to learn and adapt to new software, platforms, and workflow tools.
Strong written and verbal communication skills.
Ability to multitask, organize priorities, and work independently.
Strong customer‑service orientation with the ability to remain calm under pressure.
Ability to be in office five days a week.
Ability to obtain and maintain an HSPD-12 clearance required.

Nice To Haves

Experience with federal or DoD contracting environments is a plus.

Responsibilities

Serve as an on-site point of contact for employees, visitors, and vendors
Monitor cleanliness, comfort, lighting, and general condition of common areas
Assist with building schedules, access requests, and operational notices
Track and follow up on service issues to ensure timely resolution
Serve as a responsive, customer-service–focused contact for facilities-related requests and inquiries
Assist with tracking facilities expenses
Help review vendor invoices for accuracy
Support budget reporting and documentation
Track and report on metrics for corrective maintenance. Use data analysis skills, tools, and methods to analyze data and identify trends, issues, and inefficiencies.
Utilize Excel and other tools to export, analyze, and report CMMS information.
Collaborate with Quality Control to highlight potential issues identified in the field, or issues identified via data analysis. Work ensures that the program is focused on proactive and preventative maintenance.
Evaluate processes and make recommendations to management for improvements in workflows, policy, process, or organizational structure.
Focus on closing process gaps to ensure technical issues in the field are completed in a timely and efficient manner. Escalate key issues or recommendations to management.
Ensure that ‘complex work orders’ transition to the ‘above standard’, IDIQ program in a timely and efficient manner.
Review work orders that are pending material. Ensure shift leads and technicians are accountable for updates. Meet with procurement team to discuss updates, outstanding orders, duplicates, etc. Overall ensure a smooth and efficient process for work orders requiring procurement.
In coordination with management, proactively identify key priority issues for our client and provide timely and accurate updates.
Support meetings with the client – providing a status update on recent work orders, upcoming work, and priority issues.
Become well versed in Nuvolo use and administration. Initial and some ongoing training will be provided – however it is expected that the candidate will be comfortable learning new technology and can self-develop an intermediate skillset.
Train technicians/Shift Leads on the Nuvolo system.
Collect data from technicians, clients, and tenants related to work and critical outages or incidents. Document findings and recommendations and format after action reports for submission to the Client.
Relaying Nuvolo performance, process, or technical concerns to QC Team and DPM.
Create, collect, and organize reports. Manage document naming, version, and history.
Create meeting agendas, take meeting minutes, and distribute meeting documentation.
Assist management with maintaining Staff Directory, Personnel Certificates/Licenses, etc.
Various administrative duties (initial report drafts, templates, etc.) – out of order signs, forms, prints etc.
When necessary, provide surge / back-up support to various other positions. Duties may include but not be limited to the following:
Preventive Maintenance Clerk responsibilities for the maintenance of the asset database, scheduling preventive maintenance, and closing of preventive maintenance tickets.
Schedule service appointments for technicians and subcontractors. Assisting with scheduling hard to access areas for PMs or Repairs.