Call Center Agent II

Job Description

Provides Customer Service and receives work, event and outage requests via telephone, electronic mail, web form mail and walk-ins and enters the work requests into the Integrated Work Management System (IWMS) - AiM. Assigns the work requests to the appropriate shop and assists all customers in the resolution of job-related problems, requests, job status, complaints, and inquiries.

• Determines job priority and uses independent judgment in applying fiscal, operational, and procedural guidelines in assigning the work requests to the proper shop for execution.
• Enters work requests into the CMMS - AiM.
• Processes work requests, by reviewing for completeness, accuracy, and distribution according to established procedures and protocols.
• Interprets rules and procedures to facilitate expeditious handling and customer service.
• Maintain queries of open/closed job files.
• Maintain job, telephone, off shift logs for further reference and or reports.
• Communicates emergency information to leadership via text to ensure awareness.
• Primary contact for coordination of one or more departmental processes and administrative tasks including but not limited to: Campus Event Services provided by Facilities Services, Outage request process, EH&S protocols, coordination of the State Fire Marshall Fire Code Correction Citations, maintenance of AiM customer contact data, new hire training, maintenance of job aids.
• Acts as backup for additional departmental processes in the absence of colleagues.
• Partner with Facilities Services Project Team and IT to test new systems, trouble shoot and restore service by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures primarily for Facilities Services maintained mobile devices, Integrated Work Management System (IWMS) AiM, and the GatorWorks customer request system.
• Other Duties as assigned.

Qualifications

Associate's degree; or a high school diploma or equivalent and two years of relevant experience. Appropriate college coursework or vocational/technical training may substitute an equivalent rate for the required experience.

• Strong Interpersonal and customer service skills, with campus students, campus staff, coworkers and the general public.
• Ability to retain multitude of knowledge, think logically, analyze and solve problems.
• Ability to interpret technical information relating to computer hardware and software.
• Handle multiple phone lines and possess excellent typing and accurate data entry skills.
• Positive attitude and ability to multitask and work independently.

Pay

$18.50 Hourly