Facilities Call Center Specialist

Facilities Call Center Specialist

Are you a passionate and experienced Call Center Professional? We're seeking top talent to join our world-class team as a Facilities Call Center Specialist. In this fast-paced, mission-critical role, you'll be at the center of operations, coordinating emergency and non-emergency facility requests, supporting frontline teams, and ensuring seamless communication across departments. If you thrive in dynamic environments and enjoy being part of a transformational team, this is your opportunity to make a meaningful impact.

What the Job Is Like

• Pay: $31.30 per hour - $35.50 per hour
• Schedule: Tuesday - Sunday
• Shifts: 2:00 pm - 10:30 pm (30-minute lunch break)
• Location: Menlo Park, CA
• Duration: 12 months
• End Date: 04/30/2027

What's In It For You

• Competitive pay
• Great working location
• Health/vision/dental/life insurance
• Refer-a-friend bonus*
• Weekly payroll
• 24-hour accessibility
• Personalized service

Minimum Qualifications

Education Qualifications

• High School Diploma or GED equivalent.

Experience Qualifications

• 46 years of progressively responsible and directly related work experience, preferably in dispatch, call center, emergency communications, facilities operations, security, customer service, or a similar fast-paced environment.
• Experience handling high-volume incoming calls and prioritizing requests based on urgency and operational needs.
• Experience using computer systems to document calls, incidents, work orders, or other operational information.
• Experience working in an environment requiring accurate documentation, multitasking, and coordination with multiple departments.

Preferred Qualifications

• Experience in dispatch, facilities, security, emergency response, or healthcare operations is preferred.
• Familiarity with Enterprise Asset Management Systems (EAMS) or similar work-order/dispatch systems is a plus.
• Experience with Microsoft Word and Excel.
• Experience with radio communications or other dispatch communication systems is preferred.

Core Competencies

• Ability to remain calm, professional, and courteous when handling urgent or high-pressure situations.
• Strong listening and questioning skills to obtain complete and accurate information from callers.
• Ability to rapidly assess, prioritize, and route emergency and non-emergency requests.
• Strong attention to detail and commitment to accurate documentation and process adherence.
• Ability to monitor multiple communication channels and respond appropriately to changing situations.
• Strong verbal and written communication skills.
• Ability to work effectively with supervisors, facilities personnel, security teams, emergency responders, and other departments.
• Ability to maintain accurate personnel status and availability information.
• Strong organizational, problem-solving, and decision-making skills.
• Ability to follow established procedures, policies, regulations, and emergency response protocols.
• Ability to work independently while collaborating effectively with individuals at all levels of an organization.
• Ability to adapt to changing priorities and ambiguity in a fast-paced environment.
• Ability to identify system abnormalities and escalate issues appropriately.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive or emergency-related information.

Responsibilities

• Answer incoming telephone calls promptly, professionally, and courteously.
• Triage incoming calls and communications to determine the nature and urgency of each request.
• Prioritize and dispatch Facilities personnel to emergency and non-emergency calls based on established procedures and response requirements.
• Determine the appropriate department or response team for each request, including Facilities, Security, or other designated responders.
• Monitor radio traffic and maintain effective communication with personnel in the field.
• Monitor radio communications during situations that may present a potential risk to the safety or well-being of personnel and dispatch additional resources when necessary.
• Maintain accurate, real-time status and availability information for emergency response and facilities personnel.
• Monitor the Enterprise Asset Management System (EAMS) and dispatch personnel as appropriate.
• Obtain complete and accurate information from callers, including location, request type, nature of the issue, and other information necessary to support an appropriate response.
• Enter and maintain accurate incident information, work orders, log notes, and other required documentation in EAMS and applicable computer systems.
• Ensure all critical steps in established processes are completed accurately and consistently.
• Monitor workflow and ensure emergency and non-emergency requests are processed in a professional and timely manner.
• Identify system abnormalities or issues within EAMS and escalate them appropriately.
• Prepare daily and weekly reports using Microsoft Word, Excel, and other applicable software.
• Provide clear and thorough shift handoffs to incoming personnel, including new incidents, pending requests, personnel status, and other relevant information.
• Coordinate closely with Facilities Supervisors, shift commanders, facility responders, security responders, and other internal departments.
• Maintain appropriate radio control and professional communication standards at all times.
• Accurately document and relay essential situational information to responding personnel.
• Follow applicable organizational policies, procedures, regulatory requirements, and emergency response protocols.
• Participate in team meetings, huddles, and other communications as required.
• Perform other related duties and responsibilities as assigned.

Work Environment

• Fast-paced operational environment requiring the ability to manage multiple calls, requests, and priorities simultaneously.
• May involve exposure to emergency situations and time-sensitive requests.
• Requires prolonged periods of computer and telephone use, as well as continuous monitoring of communication systems.
• Must be able to maintain professionalism and composure when dealing with urgent, sensitive, or stressful situations.
• Bloodborne Pathogens: Category III Tasks involving no expected exposure to blood, body fluids, or tissues.

Patient & Family Experience

Employees are expected to contribute to a professional, respectful, and service-focused environment and demonstrate a commitment to providing an exceptional experience for patients, families, visitors, and colleagues. Employees are expected to:

• Know Me: Anticipate needs and understand the status of patients, families, visitors, and colleagues to support effective service and communication.
• Show Me the Way: Provide clear guidance and prompt assistance to help individuals navigate situations effectively.
• Coordinate for Me: Take ownership of communication and coordination to help ensure timely and effective resolution of requests.

Who We Are

Power Personnel has been connecting healthcare professionals with leading hospitals, clinics, and healthcare facilities throughout Northern California since 1994. We understand the unique needs of healthcare staffing and are committed to connecting talented professionals with rewarding opportunities. If you're looking for competitive pay, excellent working conditions, and a team that supports you, Power Personnel is the place to be!

Refer a friend and earn a $250 bonus!

Refer qualified candidates to

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and receive a $250 bonus for every successful referral.* *To qualify for the referral bonus, the referred candidate must work at least 20 shifts. Power Personnel