Departmental Assistant (Communications Dispatcher)

Skills

• Excellent interpersonal skills
• Customer service experience
• Office experience
• Ability to work independently
• Ability to work under pressure
• Ability to multi-task
• Sound judgement in emergency situations
• Knowledge of facilities maintenance activities
• Computer proficiency with Microsoft Office suite
• Ability to work with diverse populations

Responsibilities

• Serves as the primary contact for all campus facilities questions and concerns
• Uses independent thinking to evaluate all concerns received via phone or the online maintenance request system and determines and initiates the appropriate response
• Assigns tasks for maintenance, custodial and contractor personnel, and coordinates emergency procedures including escalation and call backs
• Communicates request details to appropriate personnel and agencies including, Facilities & Campus Services, UMPD, Johnson Controls, Otis Elevator, Simplex and UMass EH&S
• Verifies identities and dispatches staff to grant access
• Maintains and monitors card access system
• Maintains health and safety monitoring and coordination including confined space, EH&S F1, Watch Tour, and Fire Alarm response
• Executes campus-wide emergency communication and internal Facilities leadership communication via computerized notification system
• Maintains building control system alarms and notifies appropriate campus personnel of situations
• Creates activity and analysis reports related to facilities maintenance activities via CMMS and through online service logs
• Prepares and produces correspondence, reports, charts, graphs, forms, and financial data through use of computers and associated software
• Collaborates in training new full-time staff on protocols, processes, and responsibilities
• Works shifts as assigned, including weekends and holidays

Requirements

• High School diploma or equivalent
• Ability to speak, read, and write the English language in a clear and concise manner
• At least one year of customer service experience
• At least one year of office experience
• Excellent interpersonal skills to establish and maintain relationships with customers
• Must have the ability to foster and maintain harmonious relationships with others
• Ability to work under pressure in a fast-paced environment with the ability to multi-task, think critically, and problem solve
• Ability to exercise sound judgement in responding promptly to emergency situations for the purpose of dispatching personnel, resolving urgent issues, and escalating to leadership team
• Ability to understand and communicate work related repair and maintenance information
• Ability to use sound judgement and discretion in the handling of confidential information
• Ability to organize, plan, and complete work assignments with minimal direction
• Ability to work and communicate with diverse populations
• Computer proficiency with Microsoft Office suite, including word processing, databases, spreadsheets, online file storage
• Willingness to accept new projects or tasks