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Customer Service Dispatcher
3 months ago
Job ID
12820
Location
Case Main Campus
Full/Part Time
Full-Time
Regular/Temporary
Regular
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Job Description
POSITION OBJECTIVE
Working under general direction, oversee the general operations of the Customer Service Center.
Intake service requests, process, and delegate services for the facilities services and maintenance department, the custodial services department, and physical security services department (key shop).
Ensure resolution and customer satisfaction of service requests. Facilitate building system interruption (shutdown) notifications, fire systems bypass requests, building access, key requests, and contractor parking requests. Assignments may require the dispatcher to rely on own resources in task accomplishment. Operate the command center during high profile university events (e.g., commencement).ESSENTIAL FUNCTIONS
- Serve as the primary contact for the customer service center including the intake of all incoming phone calls and e-mails. Respond to requests for service and record each request in the work management system. Initiate and follow-up on all routine communication to acknowledge receipt of customer requests. Determine routing and priority status (emergency, routine, etc.) for work requests. Coordinate the functions of various departments to ensure a smooth and timely response to customer needs. Example, contact the university department of occupational and environmental safety to clear a radioactive sink in a lab prior to maintenance repairing the sink. Contact customers on a regular, proactive basis to ensure satisfaction of their facility related needs. Maintain a comprehensive understanding of the data entry operational functions of the work management system. Maintain the work management system for facilities, custodial, and key shop records. Act as a resource to facilities services, custodial services, and the key shop staff regarding the entering and retrieving of information. Gather and compile information for management use. Work with department managers in identifying needs as they relate to attaining reports and information needed by management. (50%)
- Continually review service requests in the work management system to ensure minimal backlog of work orders. Review daily reports and log sheets from Public Safety, 2nd, and 3rd shift Facilities Maintenance. Ensure all calls have been addressed. Follow-up on calls that need further attention from the 1st shift maintenance staff by contacting the appropriate sources and entering work orders in the work management system. (17%)
- Create and track work orders for special events initiated by the office of University Events, Physical Education & Athletics, and student groups. Confer with appropriate tradespersons regarding event support. Support the facilities/planning design and construction coordinators and project managers with scheduled facility shutdown coordination and assist with notification of such events to the campus community. Oversee the command center for the annual university commencement event and all other VIP campus events that are hosted throughout the year. Most of these events occur on weekends or after normal weekday business hours. (16%)
- Coordinate and ensure follow-up on all inoperable elevator telephones and maintain appropriate records. Submit building access, parking requests, and fire bypass requests for maintenance staff, coordinators, project managers, and contractors. Review roof leak reports, update work orders, and upload documents into the work management system. (7%)
NONESSENTIAL FUNCITONS
- Interpret weekly building walkthrough notes and establish work orders based on these notes. (4%)
- Provide back-up coverage for the facility and space manager in making reservations for spaces within the universitys reservation system and step in and perform
