Customer Service Coordinator

JOB TITLE

Customer Service Coordinator

LOCATION

Worcester

DEPARTMENT NAME

Facilities

DIVISION NAME

Worcester Polytechnic Institute - WPI

JOB DESCRIPTION SUMMARY

The Facilities Customer Service Coordinator serves as the primary customer service liaison between Facilities Operations and the Worcester Polytechnic Institute (WPI) campus community. This position is responsible for coordinating maintenance and repair requests, supporting departmental operations, managing contractor access and scheduling, maintaining operational records, and providing exceptional customer service to faculty, staff, students, and external partners.

The Coordinator collaborates with Facilities leadership, campus departments, contractors, vendors, and university service providers to ensure timely communication, efficient work coordination, and effective resolution of facilities-related issues. This position exercises sound judgment, manages multiple priorities simultaneously, and performs responsibilities with limited supervision.

JOB DESCRIPTION

Customer Service & Work Order Coordination

• Serve as the primary point of contact for Facilities-related inquiries from the campus community.
• Receive, process, prioritize, and monitor service requests and work orders using the Facilities work management system.
• Coordinate maintenance and repair activities with Facilities trades staff, contractors, vendors, and requesting departments.
• Track work order progress, labor, materials, contractor costs, and completion status.
• Respond to and monitor the Facilities departmental email account, ensuring timely responses to customer inquiries.
• Provide training and guidance to campus community members and Facilities staff on submitting and managing work requests.
• Notify Facilities leadership of emergency situations and coordinate appropriate response efforts.

Contractor & Vendor Coordination

• Coordinate contracted maintenance and repair services, including scheduling, access arrangements, and communication with requesting departments.
• Manage contractor access by coordinating:
  • Brass keys
  • Card access credentials
  • Temporary parking permits
• Produce and distribute the daily contractor schedule to Campus Police, Campus Card Access, Residential Services, Facilities Management, Environmental Health & Safety, Sustainability, the Events Office, and the Projects Team.
• Reconcile contractor invoices with completed work orders and verify billing accuracy.
• Maintain contractor access documentation and ensure all issued keys, badges, and permits are properly returned.

• Maintain accountability for Facilities-controlled keys stored within the Customer Service Center.
• Issue, track, and reconcile keys assigned to employees and contractors.
• Maintain accurate electronic and physical inventories of all controlled keys.
• Ensure key records remain current and compliant with university procedures.

• Collaborate with the Associate Director of Mechanical Operations, Facilities Managers, and the Projects Team to schedule maintenance and capital project work during academic breaks, holidays, and summer periods.
• Coordinate elevator repairs by working directly with service contractors, communicating outages to affected campus groups, and maintaining required inspection certificates.
• Coordinate routine preventive maintenance activities with Campus Dining Services, including:
  • Kitchen drain cleaning
  • Grease trap maintenance
  • Vent hood cleaning
  • Equipment shutdowns
  • Major kitchen and dining facility repairs

• Track chargeable Facilities work and process interdepartmental billing through Workday.
• Support Facilities management and trades personnel with procurement of materials, equipment, office supplies, postage, and operational resources.
• Receive and distribute departmental mail and package deliveries.
• Maintain department records, databases, and operational documentation.
• Manage campus electric vehicle (EV) charging accounts and coordinate repair service for EV charging equipment.
• Coordinate campus signage requests with approved vendors and University Marketing.
• Maintain and annually update the campus building contact directory.

• Assist with recruiting and hiring student employees for the Customer Service Center, summ