Sr. Facilities Operations Control Rep - Coral Gables Campus

Senior Facilities Operations Control Representative

The Senior Facilities Operations Control Representative facilitates the smooth operations of facility functions by providing support to the operations of the service desk and providing outstanding customer service. Additionally, the incumbent mentors junior staff, and addresses the resolution of complex operations issues.

Core

Job Functions:

• Enters and analyzes data, and prepares reports to present to appropriate managing staff.
• Ensures that alarm notifications received through electronic monitoring, security or email are accurately reported.
• Generates work orders from correspondence or phone calls received.
• Receives and responds to inquiries, questions or concerns.
• Facilitates work order control and management.
• Assists with training of less experienced team members.
• Maintains detailed and organized records of all relevant forms.
• Supports personnel in completing accident report forms.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Core

Qualifications:

Education:

High School Diploma or equivalent/relevant experience, certification or license

Certification and Licensing:
Refer to department description for applicable certification requirements

Experience:

Minimum 3 years of relevant experience required

Knowledge, Skills and Abilities:

• Learning Agility:
  Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork:
  Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency:
  Skilled in using office software, technology, and relevant computer applications.
  
  - Communication:
  Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Department Specific Functions:

The Facilities Operations Control Representative serves as a liaison to students, faculty, staff, and Facilities team members to receive and assess reports of facilities-related matters on campus. The position independently evaluates information, determines the appropriate response, initiates work through the University's work order management system, dispatches or schedules Facilities technicians, and promptly escalates urgent, complex, or high-risk concerns to the appropriate leader.

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

• 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, including energy, fire alarm, and lift station systems; independently assess notifications, initiate the appropriate response, and promptly escalate life-safety, operational, or unresolved issues to managers, mechanics, contractors, or emergency partners as appropriate.
• Exercise sound judgment to evaluate the urgency, operational impact, and potential risk of incoming requests; establish priorities and determine the appropriate course of action with limited supervision.
• Identify patterns, recurring failures, service gaps, and emerging concerns; document relevant facts and escalate issues through the appropriate chain of communication before they affect safety, service continuity, compliance, or the customer experience.
• Maintain ownership of assigned incidents and service requests through resolution, including timely follow-up, status communication, accurate documentation, and handoff to the next shift or responsible team when 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 or answer customers' questions regarding Facilities-related matters, including following-up on survey responses.
• Serves as a liaison to students, parents, faculty, and staff regarding…