Operational Support Agent, Facilities Services & Campus Planning

University of Delaware Equal Employment Opportunity Statement The University of Delaware is an Equal Opportunity Employer whichencourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University’s Notice of Non-Discrimination can be found at Job No: 503322 Work Type: Staff Location: Newark, DE Categories: Facilities Services and Campus Planning, FullTime Schedule: Monday to Friday, 12pm - 8:30pm Location: Newark, DE Grade: 27N

CONTEXT OF THE JOB

Under general supervision of the Customer Service Supervisor,provides customer service and operational support for FacilitiesServices & Campus Planning (FS&CP). The primary role is tointerpret customer needs and process work requests and coordinatework activities of FS&CP departments such as M&O,Custodial, Grounds, and Movers. The incumbent also researches andprovides information on a wide range of Facilities-relatedinquiries from customers, management, and staff. Independentjudgment and discretion are required to resolve routine andnon-routine issues. This position is considered an essential position. When theUniversity closes or opens late, the person in this position mustwork their full shift. Must have reliable means of transportationto ensure attendance during inclement weather conditions that mayor may not result in a University closure. Must be available forwork during seasonal high-volume periods based on the academiccalendar and operational needs.

MAJOR RESPONSIBILITIES

Communicate and interact effectively in a diverse Universitycommunity of students, faculty, staff, mechanics, technicians, managers, visitors, contractors, and others. Receive and process requests for service from the Universitycommunity via phone, electronic forms, email, two-way radio, andwalk-up customers. Gather accurate, complete, pertinent information regardingservice requests or other inquiries. Monitor calls for maintenance emergencies such as poweroutages, gas leaks, floods, etc. Handle emergencies appropriatelyper Standard Operating Procedures (SOP) and use good judgment whenemergent situations don’t have SOP. Use sound judgment and reference materials to determine theproper response. Dispatch technicians and/or call managers whenappropriate. Utilize Computerized Maintenance Management System (CMMS) tocreate work orders and enter pertinent information. Research CMMSdata and provide information to customers or management asassigned. Research Miss Utility (MU) locate requests, create work ordersif appropriate, update the MU system and interface with requestorssuch as contractors and project managers. Process Facilities Notification System (FNS) requests intonotifications to the University community. Utilize FNS to stayabreast of projects that may cause customer calls. Reconcile after-hours EM, Boiler Base, and Call-In logs intowork orders or other appropriate summary for managers. Monitor request for billing-related issues such as reimbursablework, RFS requirements, purpose codes and labor/material charges asthey pertain to FREAS response and work orders. Write, review, and/or update SOPs and other documentation. Performs lead role on a primary function such as trainer;contact & reference administrator; Customer Response Matrix(CRM) administrator. Performs support role on primary functions not assigned as thelead. Provides other operational support such as staffing the UDPDCommand Post for events such as football games andCommencement. Creates and/or reviews, then publishes notification requestsand updates in the Facilities Notification System (Creator-levelsystem privileges). Communicates with requestors and customers asneeded to ensure accurate and properly disseminatedinformation. Provides input for recruitment and initial 90-day assessment ofthe office’s miscellaneous wage, work study, and regular studentworkers. Perform other job-related duties as assigned.

QUALIFICATIONS

Minimum of a high school diploma or GED with three years ofrelated experience, or equivalent combination of education andexperience. Experience in a dispatching center or call center is aplus. Strong verbal communication skills including the ability tospeak with people from diverse backgrounds. Excellent customer service, public relations, interpersonal,and written communications skills. Effective organizational and memory skills to cope with periodsof high call volume. Effective business writing skills to summarize problems andupdates to a wide constituency. Excellent data entry skills, attention to detail, andcommitment to accuracy. Ability to handle stressful periods such as maintenanceemergencies, high profile events, or high call volume. Ability to adapt to ad hoc changes as well as recurring SOPrevisions and changes. Ability to prioritize and multi-task. Independent judgment and decision-making skills. Intermediate computer skills, with emphasis on searchingfunctions in all types of business software (CMMS, email, internet,spreadsheets, all formats of documents, etc.). Ability to use basicsummary/analysis spreadsheet functions. MAXIMO CMMS experience is aplus. Ability to interpret University policies and applicableregulations and anticipate, evaluate and take appropriate action toresolve problems that impact service delivery preferred. Basic knowledge of trades and tools, or able to quickly learnthrough self-training on-the-job. Ability to enter critical data during phone conversations. Demonstrates an understanding and consideration of thediffering needs and concerns of individuals with varyingidentities, cultures and backgrounds. Committed to fostering a workplace culture of belonging, wherediversity is celebrated and equity is a core value.

SPECIAL REQUIREMENTS

Must possess a valid driver’s license and have regular accessto a reliable means of transportation. Must be available for work during seasonal high-volume periodsbased on the academic calendar and operational needs. Notice of Non-Discrimination and Equal Opportunity The University of Delaware does not discriminate against any personon the basis of race, color, national origin, sex, gender identityor expression, sexual orientation, genetic information, maritalstatus, disability, religion, age, veteran status or any othercharacteristic protected by applicable law in its employment,educational programs and activities, admissions policies, andscholarship and loan programs as required by Title IX of theEducational Amendments of 1972, the Americans with Disabilities Actof 1990, Section 504 of the Rehabilitation Act of 1973, Title VIIof the Civil Rights Act of 1964, and other applicable statutes andUniversity policies. The University of Delaware also prohibitsunlawful harassment including sexual harassment and sexualviolence.

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