Service Center Coordinator
About The Position
The Opportunity Responsible for ALL Service Requests directed to Facilities Management via multiple modes – to include the screening and documenting of all incoming service calls, e-mail requests, ReADY Request, and staff requests. Issue service orders and dispatch service personnel via two-way radio, iPad and telephone. Oversee the Vehicle Loaner program, to include reservations, verifying driver approval status and return policy is adhered to. Responsible for monitoring the KeySystems key inventory system. Manage inventory and weekly service of uniform program for maintenance employees. In addition to these front desk responsibilities also manage overall departmental network drive, enter utility bill field information into AiM system, maintain department phone list and out of office calendar. Coordinate access with outside maintenance contractors to provide needed services such as elevator repair, pest control services, etc. Primary contact person for all outside calls for the Facilities Management business. Maintaining all department vacation/off calendar in Outlook, managing campus radios. Screening all visitors to the Facilities Management Department. Responsible for hiring, training and managing two student employees in the Service Center as needed.
Requirements
- High School (or GED) level ability in grammar, spelling, basic composition, and math.
- Analytical skills with an in depth knowledge of information systems and technical expertise with Microsoft operating systems, Access, Excel, PowerPoint, Word, Outlook/email, and Internet end-user applications.
- Prior experience with Customer Service related tasks via phone and in-person required.
Nice To Haves
- Prior experience with IWMS, CMMS or similar software desirable.
- Working knowledge or experience in trades-related fields such as HVAC, electrical, plumbing, building components, etc. is desired in order to better understand the nature of the requests and the ability to ascertain appropriate services and response times’ needed and appropriate trades technicians to be dispatched.
Responsibilities
- Service Center Triage –Responsible for monitoring, approving and dispatching all service requests via phone, ReADY Requests and the Facilities e-mail account.
- Acquiring the necessary information to determine the priority of the issue and entering that information into the Integrated Workplace Management System (IWMS).
- Dispatch appropriate trade/technician via two-way radio, iPad or telephone (to include, but not limited to Custodial, Grounds, Building Services, HVAC, Electrical, Life Safety, Plumbing, Transportation, Access Controls, Materials Management, Housing Maintenance).
- Track and close service orders for outside contractors (elevators, pest control, etc.) upon completion.
- Assist Facilities Director and Project Manager in coordinating in house projects, which encompasses estimating, communicating with foreman and assigning work requests.
- Review "custom" requests that are reimbursable to other departments and collect the necessary information needed for work to proceed.
- Monitor work orders that are due to expire and communicate with foremen and technicians for status updates.
- Supervise Student employees: Interview, hire, train, schedule and supervise student employees.
- Insure all incoming phone lines are answered and ReADY Requests are recorded and dispatched via the IWMS.
- General Clerical: Greet and assist visitors to the building. Manage the file system (vehicle and capital folders). Mail Processing, copier, stock office supplies for the Facilities department.
- Vehicle Loaner Program - Oversee Vehicle Loaner program, to include reservations, verifying driver approval status and return policy is adhered to.
Benefits
- Generous Time Off: Enjoy 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year’s Day.
- Tuition Coverage: Get 100% tuition coverage for yourself for one undergraduate and one graduate degree, and discounted rates for your spouse and dependent children up to age 26.
- Retirement Contributions: ERAU contributes 6% of your base salary to your retirement plan and offers a 4% matching contribution – with no vesting period
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
