Operational Support Agent, Facilities Services & Campus Planning

University of Delaware

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Job No: 503322

Work Type: Staff

Location: Newark, DE

Categories: Facilities Services and Campus Planning, Full Time

Schedule: Monday to Friday, 12pm - 8:30pm

Location: Newark, DE

Grade: 27N

Under general supervision of the Customer Service Supervisor,provides customer service and operational support for Facilities Services & Campus Planning (FS&CP). The primary role is to interpret customer needs and process work requests and coordinate work activities of FS&CP departments such as M&O,Custodial, Grounds, and Movers. The incumbent also researches and provides information on a wide range of Facilities-related inquiries from customers, management, and staff. Independent judgment and discretion are required to resolve routine andnon-routine issues.

This position is considered an essential position. When the University closes or opens late, the person in this position mustwork their full shift. Must have reliable means of transportation to ensure attendance during inclement weather conditions that mayor may not result in a University closure. Must be available forwork during seasonal high-volume periods based on the academic calendar and operational needs.

• Communicate and interact effectively in a diverse University community of students, faculty, staff, mechanics, technicians, managers, visitors, contractors, and others.
• Receive and process requests for service from the University community via phone, electronic forms, email, two-way radio, andwalk-up customers.
• Gather accurate, complete, pertinent information regarding service requests or other inquiries.
• Monitor calls for maintenance emergencies such as power outages, gas leaks, floods, etc. Handle emergencies appropriately per Standard Operating Procedures (SOP) and use good judgment when emergent situations don’t have SOP.
• Use sound judgment and reference materials to determine theproper response. Dispatch technicians and/or call managers when appropriate.
• Utilize Computerized Maintenance Management System (CMMS) tocreate work orders and enter pertinent information. Research CMMSdata and provide information to customers or management as assigned.
• Research Miss Utility (MU) locate requests, create work ordersif appropriate, update the MU system and interface with requestorssuch as contractors and project managers.
• Process Facilities Notification System (FNS) requests into notifications to the University community. Utilize FNS to stay abreast of projects that may cause customer calls.
• Reconcile after-hours EM, Boiler Base, and Call-In logs intowork orders or other appropriate summary for managers.
• Monitor request for billing-related issues such as reimbursable work, RFS requirements, purpose codes and labor/material charges asthey pertain to FREAS response and work orders.
• Write, review, and/or update SOPs and other documentation.
• Performs lead role on a primary function such as trainer;contact & reference administrator;
  Customer Response Matrix(CRM) administrator.
• Performs support role on primary functions not assigned as thelead.
• Provides other operational support such as staffing the UDPDCommand Post for events such as football games and Commencement.
• Creates and/or reviews, then publishes notification request sand updates in the Facilities Notification System (Creator-level system privileges). Communicates with requestors and customers asneeded to ensure accurate and properly disseminated information.
• Provides input for recruitment and initial 90-day assessment ofthe office’s miscellaneous wage, work study, and regular student workers.
• Perform other job-related duties as assigned.

• Minimum of a high school diploma or GED with three years ofrelated experience, or equivalent combination of education and experience. Experience in a dispatching center or call center is aplus.
• Strong verbal communication…