Program Management Specialist

Program Management SpecialistServes as a Program Management Specialist in Facilities Management's Customer Response Center (CRC), functioning as a primary point of contact for campus customers, Facilities Management staff, and partner units. This position supports continuous, 24-hour operations by receiving, processing, documenting, and routing routine and emergency service requests; coordinating dispatch and emergency response communications; monitoring building, alarm, and life-safety systems; maintaining operational logs and records; and ensuring timely, accurate, and customer-focused service delivery. The incumbent uses AssetWorks, communications equipment, and building monitoring alarm platforms to coordinate work, track incidents, support emergency response, and maintain continuity of operations. Incumbents may support day, evening, overnight, weekend, and holiday operations as assigned.Minimum QualificationsEducation: Bachelors degree.Experience: Two years experience in administrative staff work.Required Knowledge/Skills/Abilities: Elementary knowledge of reference and research methods and techniques used in collecting, compiling, and organizing data and information; of basic methods and techniques used in organizing and conducting studies and analyses or programs, procedures, and organizations; of basic analytical and statistical principles and techniques. Skill in the use of office automation software and its application; in operating manual and automated office equipment. Ability to establish and maintain effective working relationships; to present ideas and information clearly and concisely both orally and in writing; to perform mathematical computations; to present statistical material in chart and graph form.Additional Job DetailsTwo years of experience with inbound customer service, call center operations, phone sales, face-to-face customer service or a facilities/maintenance environment.Experience in customer service, dispatch, call center, operations center, public safety communications, facilities operations, phone sales or similar service environment.Experience using computerized work management, dispatch, or incident management systems.Experience supporting emergency response, service coordination, or building systems monitoring.Experience providing customer service in a high-volume, fast-paced environment.Ability to communicate clearly, professionally, and effectively by phone, email, radio, and in person.Ability to gather accurate information, ask clarifying questions, and document requests completely.Ability to prioritize and coordinate multiple routine and urgent requests simultaneously.Ability to remain calm and effective during emergencies and high-pressure situations.Ability to use office software, automated work management systems, and communications equipment.Ability to maintain records, logs, and incident documentation with a high level of accuracy.Ability to work collaboratively with multiple departments and campus stakeholders.Ability to interpret and follow established procedures, protocols, and escalation paths.Ability to support a customer-service-centered environment with professionalism and tact.Salary Range: $48,138.00 - $57,766.00The successful candidate must complete employment eligibility verification (on Form I-9) by presenting documents that establish identity and work authorization within the timeframe required by federal immigration law, and where applicable, to demonstrate renewed employment authorization. Failure to complete employment eligibility verification or reverification within the timeframe set forth by law may result in suspension or termination of employment.The University of Maryland, College Park is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment. Please read the University's Equal Employment Opportunity Statement of Policy. Umcp