Sr. Facilities Operations Control Rep. (Customer Service)

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The Senior Facilities Operations Control Representative (Customer Service) 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 timely and accurate communication is provided to customers of facilities scheduled services and projects.

• Vendor management with timely processing of invoices.

• Generates work orders from correspondence or phone calls received.

• Receives and responds to vendor and customer inquiries, escalations, and resolves in a timely manner.

• Facilitates work order control and management.

• Administrative functions while providing high quality service.

• 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.

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 3 years of relevant experience

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.
• Ability to maintain effective interpersonal relationships.
• Ability to understand and follow instructions.
• Ability to work independently and/or in a collaborative environment.
• Commitment to the University's core values.

Department Specific Functions

• Administrative support for Sr. Facilities Managers and extended management teams.

• Perform tasks and projects assigned; prepare expense reports and reimbursements for trainings and events.

• Work order management to include: creation, assignment, update and follow up, to address inquiries and communicate issues. 

• Assist in the planning, scheduling, coordinating, calendar updates (WO, Vendor, times), and communication of general maintenance, major repairs, and shutdowns for University Facilities.

• Ensures that University administration is advised regarding escalations of emergencies, utility disruptions, etc.

• Monitor projects and workflow provided by the Facilities Managers and ensures customers are properly informed.

• Works with accounting department to reconcile invoice processing, match exceptions, duplications, etc.

• Communicate with University Architect’s office to verify colors, materials, flooring, and signage, are within approved standards.

• Perform day-to-day administrative tasks such as maintaining information files and processing paperwork such as IDRs.

• Track and respond to customer billing inquires and payment status.

• Review invoices for accuracy and all requirements per service level agreement, match proposals/work orders, for manager approvals.

• Assist with permit applications and