PAY GRADE: 27N

DEADLINE: Open until Filled

SHIFT: Friday - Monday 10am-8pm

CONTEXT OF THE JOB:

Under general supervision of the Customer Service Supervisor, provides customer service and operational support for Facilities, Real Estate, and Auxiliary Services (FREAS). The primary role is to interpret customer needs and process work requests and coordinate work activities of FREAS departments. The incumbent also researches and provides information on a wide range of FREAS-related inquiries from customers, management, and staff. Independent judgment and discretion are required to resolve routine and non-routine issues.

Many of the incumbent's working hours are during off-peak times with minimal on-site mechanical and management resources, thereby increasing the expectation of judgment, discretion, and resourcefulness to help maximize the department's responsiveness, minimize risk of damage to University property, and minimize inconvenience to the University community.

Additionally, this position has tasks that support the Information Services department's objectives. These tasks include data capture and analysis, CMMS system testing, documentation production and control, and information accessibility. Examples of these tasks include (but aren't limited to) summarizing work orders and other operational data, testing CMMS functions, writing/editing Standard Operating Procedures and user manuals, and maintaining the department's SharePoint site.

The dual responsibilities of providing superior customer service and accurately performing information services require an exceptional ability to shift focus and manage time. This is emphasized on weekends, when the incumbent takes advantage of the reduced customer call volume to ensure all assignments and tasks are completed or progressing as scheduled.

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.
• 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.
• Create, modify or update data analysis reports in spreadsheets and reporting programs.
• Verify results, perform basic data analysis, and distribute or upload results as directed.
• Perform tests of changes to CMMS and other department systems. Provide feedback on results. Assist with documenting and modifying test scripts.
• Assist with creating, editing and revising documentation such as Standard Operating Procedures, technical instructions, internal manuals and guidebooks.
• Use sound judgment and reference materials to determine the proper response. Dispatch technicians and/or call managers when appropriate.
• 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 related duties as assigned.

QUALIFICATIONS:

• Associate's degree with three years of related experience, or equivalent combination of education, professional training certification, and experience.
• Strong verbal communication skills (telephone, two way radio, face-to-face) including the ability to communicate effectively with people from diverse backgrounds.
• Excellent customer service, public relations, interpersonal, and written communications skills. Experience in a dispatching center or call center is a plus.
• Demonstrably high level of proficiency with software used for data processing/analysis, document creation, documentation control, and information sharing.
• High level of proficiency in Maximo, SharePoint, Word, Excel, Qlik, and Crystal Reports is highly desired.
• Strong business software skills including communications, data input/summary/analysis, documentation, and advanced searching capability in all applications.
• Exceptional attention to detail and accuracy
• Superior time management skills with a demonstrated ability to complete multiple tasks and objectives within a short time constraint
• Functional competency with basic statistics
• High level of competency in Excel or similar spreadsheet application, including formulas, filtering/grouping/summarizing data, and creating charts
• Functional familiarity with databases, querying, data analysis, and reporting tools such as SQL, Crystal Reports, Cognos, Access
• High level of competency in Word or similar word processing application, including ability to quickly edit, revise, and format documents.
• High level of competency in business or technical writing. Experience or familiarity with creating/editing Standard Operating Procedures and similar documentation is preferred.
• 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.
• 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.
• 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.

Equal Employment Opportunity

The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University's Notice of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html

To apply please click here!