Facilities Customer Service Coordinator Job at Northeastern University
About the Opportunity
The Facilities Customer Service Center (FCSC) is the initial point of contact for all Facilities-related actions and is open and staffed 24 hours a day, 7 days a week. Faculty, staff, students, vendors, contractors and visitors either come to or contact (by phone, web or FAX) the FCSC for a variety of services, chief amongst those being the submission of work requests (approximately 50,000 requests per year).
During the normal university workday (M-F 8:30 AM – 5:00 PM), all the duties/responsibilities listed herein can be expected to take place at one time or another. Outside of these times, only some of the duties that are listed herein are necessarily performed and their frequency of performance is less.
Facilities Customer Service Coordinators are on-staff around the clock, purposely, so as to quickly respond to all requests/needs especially emergencies (such as elevator entrapments, floods, no heat calls, etc.). FCSC staff also:
- Serve as the initial point of contact for the Planning, Real Estate & Facilities Division.
- Greet visitors and act on their needs, accordingly, as detailed in procedures/processes.
- Field incoming telephone calls and route them appropriately.
- Accept, record, distribute, and process work requests dispatching appropriate personnel and escalating issues as procedures or supervisor indicate.
- Update logs, files and records on a computerized maintenance management system.
- Operate a two-way radio dispatching and paging system.
- Administer the sign out and return of keys/keycards by authorized personnel.
- Perform keycard encoding and emergency Husky Photo ID printing.
- Monitor energy management system and other alarms. Prepare and distribute reports.
- Perform various other administrative and technical duties as directed.
Mandatory overtime and off-shift coverage as needed. Must remain on-duty until relief personnel arrives. Alternative holiday schedule for non-traditional schedule.
Qualifications:
High school diploma or GED required. Two years of customer-service related work experience, preferably in a call center, required. The ability to accurately follow procedures and verbal directions and exhibit good sound judgment in decision making is essential. Excellent oral and written communication skills required. Computer literacy and accurate typing and data entry skills required. Must possess the ability to work independently in a fast-paced environment.
Position Type
Additional Information
Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.
Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit
https://hr.northeastern.edu/benefits/
for more information.
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see
www.northeastern.edu/diversity
.
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