Facilities Central Customer Support Specialist
George Washington University - Street, MD

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Individual must be capable of performing all functions within Facilities Central. Tasks include and not are not limited to; Work Control, Customer Service, Expediting, Key Control and Administrative Support to Shop Supervisors. The specialist will be required to gain extensive knowledge of the work request procedures and how they are documented in the CMMS (Computer Maintenance Management System). Specialist will act as a central hub of communication and support for all of Facilities Services and University customers.

Minimum Qualifications:
High school diploma, or equivalent combination of training and experience, is necessary plus two years of relevant customer service and computer maintenance management system experience . Ability to perform accurate data entry of 35-40 wpm.

Desired Qualifications:
Prior experience working in AiM or an equivalent relational CMMS (computer maintenance management system) database.

Two years prior customer service experience in one of the following: Higher education facility, hospitality industry, housing facility, residential and commercial dispatch center, or equivalent.

Demonstrated proficiency and expertise using technology & possess strong organizational skills.

Strong communication skills (verbal and written).

Excellent time management proficiency.

Microsoft office expertise (Word, Excel, PowerPoint, Access).

Self-motivated and mature, demonstrating a sincere interest in working with students and internal staff.

Special Instructions to Applicants:

Job Duties

Answers incoming calls relating to work requests. Assists customers with questions, concerns and problems. Offers troubleshooting assistance and temporary resolutions to emergency calls or urgent requests. Addresses customers in an understanding and empathetic manner while remaining calm and providing assistance and information on the work order process.

Submits and calls out thoroughly described and investigated work requests for emergency calls in the CMMS . Assigns requests to the supervisor-designated callout responders for the relevant shops. For routine work, directs customers to submit work requests online using the entry form through Fixit. Is familiar with and guides customers through the process of submitting requests for all categories of work.

Reviews Customer Service Approval queue to verify accurate selections have been made by customers entering routine work requests. Verifies details including account funding, organization, requestors, accurate problem codes, phase work codes, shop designation, priority, property and location. Selects the most accurate status of the Customer Service request to escalate to the required path of action. While reviewing the customer service approval queue, uses the call guide to confirm that descriptions provided contain enough information and detail to perform the work needed. Calls customer to obtain more information when needed.

Performs follow up on “Callouts” to ensure all emergency and urgent requests received the necessary action and resolution from all required shops. Communicates with responders to determine if any additional phases are needed. Creates the new phases on the work request to notify shops of the maintenance needed to prevent future “callouts” for the same or related problems. Annotates details about the repairs or any information added by the shop persons. Changes statuses and adds phases on jobs accordingly.

Maintains close contact with the internal and external customers of Facilities Services. Utilizes communication tools including without limits; phone, email, note log and live chat.

Completes routine audits to review reports and guarantee that data is reflected accurately within the CMMS . Performs database maintenance as requested.

Administers the policies and processes of checking in and checking out keys for all needs including staff use, contractor use and student use. Confirms contractors are on an approved list of companies that have completed the background clearance requirements prior to checking out keys. Ensures that all persons checking out keys are aware of and understand the procedures in place.

Participates in updating educational documentation and upkeep of data in the CMMS to be in-line with the University through change and improvements. Utilizes opportunities to assist customers in self-education using the available resources on the Facilities Services Website and internally developed and approved distributable documentation and media.

Enhances professional knowledge/skills by attending seminars, workshops, and by reviewing documented training materials.

Performs other work-related duties as requested.

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