Operational Support Agent, Facilities Services & Campus Planning

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 Facilities Services & Campus Planning (FS&CP). The primary role is to interpret customer needs and process work requests and coordinate work activities of FS&CP departments such as M&O, Custodial, Grounds, and Movers. The incumbent also researches and provides information on a wide range of Facilities-related inquiries from customers, management, and staff. Independent judgment and discretion are required to resolve routine and non-routine issues.

This position is considered an essential position. When the University closes or opens late, the person in this position must work their full shift. Must have reliable means of transportation to ensure attendance during inclement weather conditions that may or may not result in a University closure. Must be available for work during seasonal high-volume periods based on the academic calendar and operational needs.

MAJOR RESPONSIBILITIES:

• Communicate and interact effectively in a diverse University community of students, faculty, staff, mechanics, technicians, managers, visitors, contractors, and others.
• Receive and process requests for service from the University community via phone, electronic forms, email, two-way radio, and walk-up customers.
• Gather accurate, complete, pertinent information regarding service requests or other inquiries.
• Monitor calls for maintenance emergencies such as power outages, gas leaks, floods, etc. Handle emergencies appropriately per Standard Operating Procedures (SOP) and use good judgment when emergent situations don’t have SOP.
• Use sound judgment and reference materials to determine the proper response. Dispatch technicians and/or call managers when appropriate.
• Utilize Computerized Maintenance Management System (CMMS) to create work orders and enter pertinent information. Research CMMS data and provide information to customers or management as assigned.
• Research Miss Utility (MU) locate requests, create work orders if appropriate, update the MU system and interface with requestors such as contractors and project managers.
• Process Facilities Notification System (FNS) requests into notifications to the University community. Utilize FNS to stay abreast of projects that may cause customer calls.
• Reconcile after-hours EM, Boiler Base, and Call-In logs into work orders or other appropriate summary for managers.
• Monitor request for billing-related issues such as reimbursable work, RFS requirements, purpose codes and labor/material charges as they 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 the lead.
• Provides other operational support such as staffing the UDPD Command Post for events such as football games and Commencement.
• Creates and/or reviews, then publishes notification requests and updates in the Facilities Notification System (Creator-level system privileges). Communicates with requestors and customers as needed to ensure accurate and properly disseminated information.
• Provides input for recruitment and initial 90-day assessment of the office’s miscellaneous wage, work study, and regular student workers.
• Perform other job-related duties as assigned.

QUALIFICATIONS:

• Minimum of a high school diploma or GED with three years of related experience, or equivalent combination of education and experience. Experience in a dispatching center or call center is a plus.
• Strong verbal communication skills including the ability to speak with people from diverse backgrounds.
• Excellent customer service, public relations, interpersonal, and written communications skills.
• Effective organizational and memory skills to cope with periods of high call volume.
• Effective business writing skills to summarize problems and updates to a wide constituency.
• Excellent data entry skills, attention to detail, and commitment to accuracy.
• Ability to handle stressful periods such as maintenance emergencies, high profile events, or high call volume.
• Ability to adapt to ad hoc changes as well as recurring SOP revisions and changes.
• Ability to prioritize and multi-task.
• Independent judgment and decision-making skills.
• Intermediate computer skills, with emphasis on searching functions in all types of business software (CMMS, email, internet, spreadsheets, all formats of documents, etc.). Ability to use basic summary/analysis spreadsheet functions. MAXIMO CMMS experience is a plus.
• Ability to interpret University policies and applicable regulations and anticipate, evaluate and take appropriate action to resolve problems that impact service delivery preferred.
• Basic knowledge of trades and tools, or able to quickly learn through self-training on-the-job.
• Ability to enter critical data during phone conversations.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated and equity is a core value.

SPECIAL REQUIREMENTS:

• Must possess a valid driver’s license and have regular access to a reliable means of transportation.
• Must be available for work during seasonal high-volume periods based on the academic calendar and operational needs.