Facilities Operations Control Representative

Core Job Functions

• Answers phone calls with appropriate greeting, and addresses and resolves issues or transfers to appropriate staff.
• Enters, transcribes, records, stores or maintains information in written or electronic form.
• Makes sure email requests received through customer service email accounts are responded to.
• Makes sure alarm notifications received through electronic monitoring, security or email are accurately reported.
• Oversees work order control and management.
• Distributes office supplies and assists in maintaining uniform inventory.
• Generates process and distributes work orders from online requests queue, phone calls, faxes, walk-ins, and emails.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Qualifications

• Education: High School diploma or equivalent.
• Certification and Licensing: N/A.
• Experience: Minimum 1 Year Of Relevant Experience.
• Knowledge, Skills and Attitudes: Commitment to the University’s core values. Ability to work independently and/or in a collaborative environment. Skill in data entry with minimal errors. Ability to accurately prepare and maintain records, files, reports and correspondence.

Department Specific Functions (specific To Coral Gables Campus)

• Answer phone calls from students, faculty and staff and take appropriate action for each call.
• Monitor incoming work order requests (online SRO website, departmental email, Microsoft Teams) so to generate work orders through the University’s work order management system and dispatching Facilities technicians to address requests.
• Aid in the communication of general maintenance, major repairs, and shutdowns in a timely, effective and efficient manner via various forms of communication, written and orally.
• Maintain consistent and effective communication to administration, management, and the field team on day-to-day operations, as well as responding to planned or unplanned issues, utility disruptions, or emergencies.
• Monitor alarm systems, such as energy, fire alarm, and lift stations, and ensure appropriate action is taken when alarm notifications are received so to mitigate interruptions to University operations and life-safety issues.
• Respond to urgent matters and involve mangers, mechanics, and contractors as needed.
• Perform quality assurance review or work orders to ensure accuracy in work order components (i.e. work order types, account numbers, comments, status, etc.).
• Resolve customer complaints or answer customers' questions regarding Facilities-related matters, including following-up on survey responses.
• Serve as a liaison to students, parents, faculty, and staff regarding Facilities-related matters and status of work orders.
• Work closely with University-approved contractors (i.e., Environmental Services, elevator maintenance contractor, etc.) to dispatch issues and follow-up on status as needed.
• Evaluate and assign proper Access Control levels to online requests for appropriate routing through approval process.
• Notify on-call leader and mechanics of after-hour emergencies and communicate timelines for incidents, corrective actions, and resolutions.
• Generate and send end of shift reports to inform Facilities team members of activities that transpired throughout the shift.
• Supports the creation of the on-call roster and the notification process. Distribute the on-call roster weekly via email and make changes to roster as needed.
• Prepare & distribute holiday schedules for Facilities Operations and coordinate appropriate levels of coverage for business continuity.
• Participates in departmental meetings and other University initiatives as requested.
• Serves as an integral member of the University’s plan for disaster preparation and recovery.

Education & Experience

• Education: High School diploma or equivalent.
• Experience: At least (1) year of experience in related fields such as: Administrative, Customer Service, Facilities Operations, etc.

Knowledge, Skills and Attitudes

• Knowledge: Microsoft Word, Microsoft Excel, and Microsoft Outlook.
• Skills: Assessing, organizing, prioritizing, and multi-tasking. Strong written and verbal communication skills. Ability to work in a team setting. Be accountable for all aspects of their role and continuously improve. Demonstrates the willingness to take initiative and take on work tasks independently. Strong attention to detail.