Work Control Dispatcher II

University of Central Florida•Orlando, FL

9d•Onsite

About The Position

Join our dynamic team at Facilities Operations Work Control Center, where you'll play a vital role in delivering exceptional customer service. As a Work Control Dispatcher II, you will respond promptly to requests from customers and staff, including emergency situations, while representing University Operations. University Operations at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

Requirements

High School Diploma or equivalent and 2+ years of relevant experience or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).
Excellent communication skills in conversational English for effective interaction with customers and team members, along with proficiency in using electronic equipment.
Proficient in preparing reports, inspections, and documentation while maintaining confidentiality and handling sensitive matters appropriately.
Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.
Knowledge of safety regulations and procedures relevant to facilities operations.
All applicants must be authorized to work for any U.S. employer.
Visa sponsorship is not available for this position, and the university cannot accommodate H‑1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

Nice To Haves

3 years of experience in customer service, demonstrating strong interpersonal and communication skills.
Experience in high-volume operation or facilities management within large, complex organizations, coupled with familiarity with relevant guidelines, regulations, and practices in a service-oriented environment.
Proven ability to effectively manage and resolve conflicts while maintaining a positive customer experience.
Capable of analyzing customer feedback and implementing improvements to enhance service quality.
Experience making decisions and functioning effectively in a dynamic environment.
Effective analytical and problem-solving ability with the capacity to apply critical thinking skills and work independently.
Familiarity with Microsoft Outlook, Word, PowerPoint, and Integrated Work Management System, with a focus on accurate work order updates and proficiency in utilizing electronic communication tools and software for efficient service delivery.
Well versed in customer service techniques and willing to provide training or mentoring to other team members.

Responsibilities

Process, prioritize, validate, and distribute incoming work requests for campus buildings, including residence halls and apartments, via various communication channels.
Use SOPs to dispatch work to appropriate teams while balancing urgency and routine demands.
Notify the appropriate party to reconcile work requests by understanding intradepartmental responsibilities responsibilities across the organization.
Review and ensure accuracy of work orders in the Integrated Work Management System (IWMS), including descriptions, priorities, and supporting documents.
Receive and report after-hours messages to the appropriate university operations staff to maintain SOP compliance and high customer service standards.
Monitor critical systems and respond to alarms, identifying outages to minimize operational impact.
Report discrepancies with SOPs and guidelines to the Work Control Dispatcher III.
Serve as the University Operations initial advocate during after-hours emergencies, coordinating with essential personnel as needed.