Customer Service Representative - Enterprise Physical Operations

Position: Customer Service Representative I - Enterprise Physical Operations
Scheduled Hours

40

Position Summary

The Enterprise Physical Operations, Infrastructure, Capital Programs & Real Estate (EPO) department at WashU provides integrated operational, infrastructure, planning, and facility services that support the university's mission of excellence in education, research, patient care, and community engagement.

Guided by our PRIDE+ Core Values of Professionalism & Planning, Respect & Responsibility, Integrity & Integration, Dedication & Delivery, Excellence & Enterprise Alignment, and Accountability & Stewardship, EPO fosters a culture centered on collaboration, strategic partnership, innovation, accountability, and service excellence across the university enterprise.

EPO manages and supports 28 million gross square feet across 235+ buildings and associated infrastructure systems, encompassing academic, research, clinical, residential, administrative, and support facilities across the university's campuses and operations. Our teams provide strategic leadership and operational expertise in facility management, infrastructure services, capital project delivery, real estate operations, planning, sustainability, engineering, maintenance, environmental services, public safety support, and enterprise operational services.

EPO creates and maintains safe, innovative, efficient, mission-driven environments that support our students, faculty, staff, patients, researchers, and community partners.

For additional information and to hear directly from members of our team, please visit: (Use the "Apply for this Job" box below)./

Greets and provides accurate information while meeting customers' needs. The primary point of contact for all customers who visit or contact the Enterprise Physical Operations Department.

Job Description

Primary

Duties & Responsibilities:

* Receives, records, and distributes verbal and written work orders from departments to service crews for Facilities Engineering, Custodial, and parking issues, prioritized based on urgency. Coordinates with other facilities units to ensure the follow-up and completion of assigned work orders. Responsible for the distribution of planned, limited, and emergency outages.

* Provides customer service to walk-up customers, by phone, and for online work order submittal. May provide support to students and guests related to front desk activities.

* Maintains call quality by providing customers with accurate information in a timely and professional manner. Provides tier-one customer service follow-up and ensures completion and close-out of escalated service issues.

* Handles issues with University parking permits and U-Passes.

* Distributes university-issued badges for Access Control.

* Responsible for cash handling, including payment intake, providing change, preparing receipt vouchers, daily balancing, and cash reconciliation.

* Provides data entry within multiple databases and systems supporting the Facilities Management department. This may include work order supplies, equipment, and inventory updates, as well as customer and account charges.

* Maintains a strong working knowledge of software, computer, and telephone systems, as well as facilities terminology, in assigning and/or dispatching work.

* Performs other duties as assigned and in support of the Operations & Facilities Management Department.

Working Conditions:

Job Location /Working Conditions

* Normal office environment.

* Alternative work schedule as a regular part of the job (shifts, evenings, weekends).

* Ability to sit or stand for extended periods.

Physical Effort

* Typically sitting at a desk or table.

* Repetitive wrist, hand, or finger movement

* Ability to move to on and off-campus locations.

Equipment

* Office equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

High school diploma or equivalent high school certification or combination of education and/or experience.

Certifi…