Customer Service Representative I - Enterprise Physical Operations

About the role

The Enterprise Physical Operations, Infrastructure, Capital Programs & Real Estate (EPO) department at WashU provides integrated operational, infrastructure, planning, and facility services that support the university’s mission of excellence in education, research, patient care, and community engagement.

EPO fosters a culture centered on collaboration, strategic partnership, innovation, accountability, and service excellence across the university enterprise. EPO manages and supports 28 million gross square feet across 235+ buildings and associated infrastructure systems, encompassing academic, research, clinical, residential, administrative, and support facilities across the university’s campuses and operations.

EPO teams provide strategic leadership and operational expertise in facility management, infrastructure services, capital project delivery, real estate operations, planning, sustainability, engineering, maintenance, environmental services, public safety support, and enterprise operational services. EPO creates and maintains safe, innovative, efficient, mission-driven environments that support our students, faculty, staff, patients, researchers, and community partners.

Responsibilities

• Receives, records, and distributes verbal and written work orders from departments to service crews for Facilities Engineering, Custodial, and parking issues, prioritized based on urgency.
• Captures and distributes planned, limited, and emergency outages.
• Provides customer service to walk-up customers, by phone, and for online work order submittal.
• Maintains call quality by providing customers with accurate information in a timely and professional manner.
• Handles issues with University parking permits and U-Passes.
• Distributes university-issued badges for Access Control.
• Performs data entry within multiple databases and systems supporting the Facilities Management department.
• Ensures completion and close-out of escalated service issues.
• Performs other duties as assigned and in support of the Operations & Facilities Management Department.

Requirements

Job Location/Working Conditions: Normal office environment. Alternative work schedule as a regular part of the job (shifts, evenings, weekends).

Physical Effort: Typically sitting at a desk or table. Repetitive wrist, hand, or finger movement. Ability to move to on and off-campus locations.

Qualifications

• High school diploma or equivalent high school certification or combination of education and/or experience.

Skills

• Customer Service
• Organizational Commitment
• Professional Integrity
• Strive for Excellence
• Teamwork

Benefits

• Personal: Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U-Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Wellness: Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• Family: We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.