Customer Service Representative I - Enterprise Physical Operations

Enterprise Physical Operations

The Enterprise Physical Operations, Infrastructure, Capital Programs & Real Estate (EPO) department at WashU provides integrated operational, infrastructure, planning, and facility services that support the university's mission of excellence in education, research, patient care, and community engagement. Guided by our PRIDE+ Core Values of Professionalism & Planning, Respect & Responsibility, Integrity & Integration, Dedication & Delivery, Excellence & Enterprise Alignment, and Accountability & Stewardship, EPO fosters a culture centered on collaboration, strategic partnership, innovation, accountability, and service excellence across the university enterprise. EPO manages and supports 28 million gross square feet across 235+ buildings and associated infrastructure systems, encompassing academic, research, clinical, residential, administrative, and support facilities across the university's campuses and operations. Our teams provide strategic leadership and operational expertise in facility management, infrastructure services, capital project delivery, real estate operations, planning, sustainability, engineering, maintenance, environmental services, public safety support, and enterprise operational services. EPO creates and maintains safe, innovative, efficient, mission-driven environments that support our students, faculty, staff, patients, researchers, and community partners.

Job Description

Primary Duties & Responsibilities:

• Receives, records, and distributes verbal and written work orders from departments to service crews for Facilities Engineering, Custodial, and parking issues, prioritized based on urgency. Coordinates with other facilities units to ensure the follow-up and completion of assigned work orders. Responsible for the distribution of planned, limited, and emergency outages.
• Provides customer service to walk-up customers, by phone, and for online work order submittal. May provide support to students and guests related to front desk activities.
• Maintains call quality by providing customers with accurate information in a timely and professional manner. Provides tier-one customer service follow-up and ensures completion and close-out of escalated service issues.
• Handles issues with University parking permits and U-Passes.
• Distributes university-issued badges for Access Control.
• Responsible for cash handling, including payment intake, providing change, preparing receipt vouchers, daily balancing, and cash reconciliation.
• Provides data entry within multiple databases and systems supporting the Facilities Management department. This may include work order supplies, equipment, and inventory updates, as well as customer and account charges.
• Maintains a strong working knowledge of software, computer, and telephone systems, as well as facilities terminology, in assigning and/or dispatching work.
• Performs other duties as assigned and in support of the Operations & Facilities Management Department.

Working Conditions:

• Normal office environment.
• Alternative work schedule as a regular part of the job (shifts, evenings, weekends).
• Ability to sit or stand for extended periods.

Physical Effort:

• Typically sitting at a desk or table.
• Repetitive wrist, hand, or finger movement
• Ability to move to on and off-campus locations.

Equipment:

• Office equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications /Professional Licenses :

No specific certification/professional license is required for this position.

Work Experience:

Relevant Experience (1 Year)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education:

No additional education unless stated elsewhere in the job posting.

Certifications /Professional Licenses :

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Customer Service, Organizational Commitment, Professional Integrity, Strive for Excellence, Teamwork

Grade

G05-H

Salary Range

$17.03 - $24.61 / HourlyThe salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Benefits Statement

Personal:

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U-Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness:

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family:

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We've got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University's policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.