Facilities Operations Control Representative; Marine Campus

Position: Facilities Operations Control Representative (Marine Campus)
Current Employees:

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The Facilities Operations Control Representative serves as a liaison to faculty, staff, and facility managers to ensure the safety of facility occupants and guarantee the smooth operations of all facility functions and operations.

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.

* Monitors and responds to email requests received through customer service email accounts.

* Ensures that 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 distribute 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.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE 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 Marine Campus)

The Facilities Operations Control Representative serves as a liaison to students, faculty, staff, and Facilities team members to receive reports of facilities-related matters on campus and use various communication methods and the University's work order management system to dispatch and schedule Facilities technicians to address identified issues.

The more in-depth job duties and responsibilities of the Facilities Operations Control Representative include, but are not limited to:

Operational & Customer Service

* 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.

* Assist 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.

* Maintains 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 (as needed) to 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 managers, technicians, and contractors as needed.

* Performs 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 and questions regarding Facilities-related matters, including following-up on survey responses.

* Serves as a liaison to students, parents, faculty, and staff regarding Facilities-related matters and status of work orders.

* Works 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.

* Updates access in the various Access Control…