Operational Support Agent, Facilities Services & Campus Planning

Major Responsibilities

• Communicate and interact effectively in a diverse University community.
• Receive and process requests for service from the University community via various methods.
• Gather accurate, complete, pertinent information regarding service requests or other inquiries.
• Monitor calls for maintenance emergencies and handle them appropriately.
• Dispatch technicians and/or call managers when necessary.
• Utilize CMMS to create work orders and enter pertinent information.
• Research CMMS data and provide information to customers or management as assigned.
• Research Miss Utility (MU) locate requests, create work orders if appropriate, and interface with requestors.
• Reconcile after-hours EM, Boiler Base, and Call-In logs into work orders or other appropriate summaries.
• Process Facilities Notification System (FNS) requests into notifications to the University community.
• Write, review, and/or update SOPs and other documentation.
• Perform lead roles on primary functions such as trainer, contact & reference administrator, and Customer Response Matrix (CRM) administrator.
• Support primary functions not assigned as the lead.
• Provide operational support such as staffing the UDPD Command Post for events.
• Create and/or review, then publish notification requests and updates in the Facilities Notification System.
• Communicate with requestors and customers as needed to ensure accurate and properly disseminated information.
• Perform other job-related duties as assigned.

Qualifications

• Minimum of a high school diploma or GED with three years of related experience, or equivalent combination of education and experience.
• Experience in a dispatching center or call center is a plus.
• Strong verbal communication skills including the ability to speak with people from diverse backgrounds.
• Excellent customer service, public relations, interpersonal, and written communications skills.
• Effective organizational and memory skills to cope with periods of high call volume.
• Effective business writing skills to summarize problems and updates to a wide constituency.
• Excellent data entry skills, attention to detail, and commitment to accuracy.
• Ability to handle stressful periods such as maintenance emergencies, high profile events, or high call volume.
• Ability to adapt to ad hoc changes as well as recurring SOP revisions and changes.
• Ability to prioritize and multi-task.
• Independent judgment and decision-making skills.
• Intermediate computer skills, with emphasis on searching functions in all types of business software (CMMS, email, internet, spreadsheets, all formats of documents, etc.).
• Ability to use basic summary/analysis spreadsheet functions.
• MAXIMO CMMS experience is a plus.
• Ability to interpret University policies and applicable regulations and anticipate, evaluate, and take appropriate action to resolve problems that impact service delivery preferred.
• Basic knowledge of trades and tools, or able to quickly learn through self-training on-the-job.
• Ability to enter critical data during phone conversations.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated and equity is a core value.

Special Requirements

• Must possess a valid driver’s license and have regular access to a reliable means of transportation.
• Must be available for work during seasonal high-volume periods based on the academic calendar and operational needs.