Facilities Call Center Specialist

Are you a passionate and experienced Call Center Professional? We're seeking top talent to join our world-class team as a Facilities Call Center Specialist. In this fast-paced, mission-critical role, you'll be at the center of operations, coordinating emergency and non-emergency facility requests, supporting frontline teams, and ensuring seamless communication across departments. If you thrive in dynamic environments and enjoy being part of a transformational team, this is your opportunity to make a meaningful impact.

Pay: $31.30 per hour - $35.50 per hour

Schedule:

Tuesday
- Sunday

Shifts:

2:00 pm - 10:30 pm (30-minute lunch break)

Location:

Menlo Park, CA Duration: 12 months End Date: 04/30/2027

• Competitive pay
• Great working location
• Health/vision/dental/life insurance
• Refer-a-friend bonus*
• Weekly payroll
• 24-hour accessibility
• Personalized service

• High School Diploma or GED equivalent.

• 4-6 years of progressively responsible and directly related work experience, preferably in dispatch, call center, emergency communications, facilities operations, security, customer service, or a similar fast-paced environment.
• Experience handling high-volume incoming calls and prioritizing requests based on urgency and operational needs.
• Experience using computer systems to document calls, incidents, work orders, or other operational information.
• Experience working in an environment requiring accurate documentation, multitasking, and coordination with multiple departments.

• Experience in dispatch, facilities, security, emergency response, or healthcare operations is preferred.
• Familiarity with Enterprise Asset Management Systems (EAMS) or similar work-order/dispatch systems is a plus.
• Experience with Microsoft Word and Excel.
• Experience with radio communications or other dispatch communication systems is preferred.

• Ability to remain calm, professional, and courteous when handling urgent or high-pressure situations.
• Strong listening and questioning skills to obtain complete and accurate information from callers.
• Ability to rapidly assess, prioritize, and route emergency and non-emergency requests.
• Strong attention to detail and commitment to accurate documentation and process adherence.
• Ability to monitor multiple communication channels and respond appropriately to changing situations.
• Strong verbal and written communication skills.
• Ability to work effectively with supervisors, facilities personnel, security teams, emergency responders, and other departments.
• Ability to maintain accurate personnel status and availability information.
• Strong organizational, problem-solving, and decision-making skills.
• Ability to follow established procedures, policies, regulations, and emergency response protocols.
• Ability to work independently while collaborating effectively with individuals at all levels of an organization.
• Ability to adapt to changing priorities and ambiguity in a fast-paced environment.
• Ability to identify system abnormalities and escalated issues appropriately.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive or emergency-related information.

• Answer incoming telephone calls promptly, professionally, and courteously.
• Triage incoming calls and communications to determine the nature and urgency of each request.
• Prioritize and dispatch Facilities personnel to emergency and non-emergency calls based on established procedures and response requirements.
• Determine the appropriate department or response team for each request, including Facilities, Security, or other designated responders.
• Monitor radio traffic and maintain effective communication with personnel in the field.
• Monitor radio communications during situations that may present a potential risk to the safety or well-being of personnel and dispatch additional resources when necessary.
• Maintain accurate, real-time status and availability information for emergency response and facilities personnel.
• Monitor the Enterprise Asset Management System (EAMS) and dispatch personnel as appropriate.
• Obtain complete and accurate information from callers, including location, request type, nature of the issue, and other information necessary to support an appropriate response.
• Enter and maintain accurate incident information, work orders, log notes, and other required documentation in EAMS and applicable computer systems.
• Ensure all critical steps in…