Customer Support Representative, Facilities Central

I. JOB OVERVIEW

The Division of Safety & Operations brings together University Resilience, the GW Police Department, Facilities Buildings & Grounds, Facilities Planning, Construction, and Management, GWorld, Transportation and Fleet Services, and Events and Venues to better and more strategically support GW now and into the future. Given the many close connections and strong working relationships among these areas, this organizational structure streamlines university services, increases shared insights and collaboration, and optimizes GW resources. The Facilities Central Unit, part of the Service Delivery & Property Management Team, is the hub of Facilities Maintenance and Property Management. The Customer Support Representative, Facilities Central, is responsible for facilitating and responding to all maintenance service requests submitted by students, faculty, and staff 24/7. The Customer Support Representative, Facilities Central will utilize the Asset and Inventory Management System (AIMS) and FixIt systems to provide quality customer service to Trades Workers in various Zone shops. This position reports to Manager, Facilities Central Call Center. Duties include but are not limited to: Service Request Management: Serve as the first point of contact for all incoming facility service requests via phone, email, or a computerized maintenance management system (CMMS). Accurately log all requests into the CMMS (AiM), capturing essential information such as the requestor's details, location, nature of the issue, and urgency level. Prioritize work orders based on established protocols (e.g., emergency, urgent, routine). Dispatch work orders to the appropriate maintenance technician, custodian, or third-party vendor. Monitor the status of open work orders to ensure timely completion. Customer Service & Communication: Provide excellent customer service to all staff, tenants, and visitors. Communicate clearly and professionally with requestors, providing updates on the status of their requests and expected completion times. Escalate complex or unresolved issues to the Helpdesk Supervisor or Facility Manager. Notify building occupants of planned maintenance or service disruptions. Administrative & Data Management: Maintain accurate and up-to-date records within the CMMS. Generate and distribute reports on helpdesk activities, work order trends, and key performance indicators (KPIs) as requested. Assist with the creation and maintenance of facility-related documentation, such as vendor contact lists and emergency procedures. Conduct follow-ups with requestors to ensure satisfaction with completed work. Vendor and Internal Team Coordination: Coordinate with internal maintenance teams to schedule and execute work. Liaise with external vendors and contractors for specialized services (e.g., HVAC, plumbing, electrical). Ensure all vendor work is scheduled and completed in accordance with service level agreements (SLAs). Perform other related duties as assigned. The omission of specific duties does not preclude the manager/supervisor from assigning duties that are logically related to the position. Minimum Qualifications Qualified candidates will hold a high school diploma/GED, or, a Bachelor's degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience. Preferred Qualifications Experience in a customer service, helpdesk, or administrative role, preferably within a facilities, property management, or maintenance environment, is desired. Technical Skills: Proficiency with computers and software, including Microsoft Office Suite (Word, Excel, Outlook). Experience with a CMMS (e.g., AiM, Maintenance Connection, or similar) is highly desirable. Communication: Excellent verbal and written communication skills. Interpersonal Skills: Strong customer service orientation and the ability to work effectively with a diverse range of people. Organizational Skills: Exceptional attention to detail, strong organizational abilities, and the capacity to multitask and manage competing priorities in a fast-paced environment. Problem-Solving: Ability to identify issues, analyze information, and escalation problems as needed. Adaptability: Eager to learn new systems and processes and adapt to changing operational needs.

PERSONAL CHARACTERISTICS

Seeks "win-win" solutions to help foster continued integration and collaboration. Flexible and receptive to change. A positive and professional attitude. Self-motivated and mature, demonstrating a sincere interest in working with students, stakeholders, and internal staff. Hiring Range $20.42 - $26.47 GW Staff Approach to Pay How is pay for new employees determined at GW? Healthcare Benefits GW offers a comprehensive benefit package that includes medical, dental, vision, life & disability insurance, time off & leave, retirement savings, tuition, well-being and various voluntary benefits. For program details and eligibility, please visit

II. JOB DETAILS

Campus Location: Foggy Bottom, Washington, D.C. College/School/Department: Division of Safety and Operation Family: Safety and Facilities Sub-Family: Customer Service Stream: Service and Support Level: Level 1 Full-Time/Part-Time: Full-Time Hours Per Week: 40 Work Schedule: Sunday-Thursday 10:30pm-7:30am Will this job require the employee to work on site?: Yes Employee Onsite Status: Essential onsite Telework: No Required Background Check: Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search Special Instructions to Applicants: Employer will not sponsor for employment Visa status Internal Applicants Only?: No Posting Number: S014401 Job Open Date: 08/13/2026 Background Screening: Successful Completion of a Background Screening will be required as a condition of hire. EEO Statement: The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law. #J-18808-Ljbffr George Washington University