Work Control Dispatcher I (TEMP)

University of Central Florida • Orlando, FL

11d • Onsite

About The Position

The Work Control Dispatcher I works in the University Operations Work Control Center and provides customer service while representing UCF Facilities & Business Operations. The role processes, initially prioritizes, validates, and distributes incoming work requests for main and branch campus buildings, including residence halls and apartments. Requests arrive through the Internet, email, telephone, walk-up window, and hand-held radio, and are entered into the Integrated Work Management System (IWMS) according to established procedures and the Work Order Management Process Guide.

The dispatcher uses standard operating procedures to dispatch work across Facilities & Business Operations zones, teams, and groups, balancing urgent threats to life and property with routine service demands. The position also handles requests for information, researches work histories and IWMS data, monitors facilities and equipment through computer software, responds to alarms, and supports after-hours emergencies. Work is performed on-site at UCF. The position is part-time and fixed-term, with varying shifts that may include evenings, weekends, and holidays; the operating area functions 365 days per year.

Requirements

• High school diploma or equivalent and at least 2 years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).
• All applicants must be authorized to work for any U.S. employer; visa sponsorship and H-1B transfers or employment-based visa processing for individuals sponsored by another employer are unavailable.
• Work on-site at UCF as the primary work location; on-site presence is an essential function.
• Schedule may include holidays; the work area operates 365 days per year.

Nice To Haves

• At least one year of customer service experience, with strong interpersonal, verbal, and written communication skills.
• Experience in a high-volume operations or facilities environment within a large, complex organization, with an understanding of service-oriented best practices.
• Customer-service orientation and the ability to communicate professionally and courteously with internal and external stakeholders.
• Strong conversational English, including the ability to manage and resolve conflicts while maintaining a positive customer experience.
• Ability to work independently and collaboratively, applying analytical and problem-solving skills to manage multiple priorities.
• Sound judgment and decision-making with limited supervision in a fast-paced, dynamic setting.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Excellent organizational and time-management skills, including the ability to prioritize and handle multiple tasks efficiently.

Responsibilities

• Process, initially prioritize, validate, and distribute incoming work requests for campus buildings, residence halls, and apartments.
• Enter work requests into IWMS according to Facilities and Business Operations standard operating procedures and the Work Order Management Process Guide.
• Dispatch work to appropriate zones, teams, or groups across the FBO Department, balancing urgent life-safety and property concerns with routine demands.
• Notify appropriate parties to reconcile work requests, using knowledge of responsibilities and organizational structure to support communication and collaboration.
• Handle general requests for information; research histories, logs, and IWMS data; and summarize findings verbally, by email, or in written reports or spreadsheets.
• Place work orders in callback when a customer contests the work or the work was not completed.
• Monitor chiller plants and associated equipment, critical laboratories, server rooms, and buildings using computer monitoring software.
• Respond to alarms according to standard operating procedures and notify appropriate on-call personnel as necessary.
• Serve as the FBO initial advocate during after-hours emergencies in support of UCF Public Safety, the Emergency Operation Center, state and federal authorities, and other university departments.
• Execute emergency procedures, maintain situational awareness, and alert senior facilities staff as warranted.
• Update IWMS work orders as the primary and permanent history of dispatched and completed work, materials, and billed time.
• Receive and report after-hours messages to appropriate FBO staff, including external requests for information, personnel absentee reports, and other intradepartmental requests.

Benefits

• OPS positions are not entitled to paid time off.
• State benefits eligibility for OPS employees is subject to criteria established by the State of Florida; People First determines eligibility and coordinates enrollment. If the position becomes eligible, the employee will be notified directly.
• The position may qualify for a 5% shift differential depending on the assigned schedule.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED