Service Response Coordinator

LOCATION INFORMATION Lloyd Avenue (Main Campus) Lloyd Avenue

Providence Rhode Island JOB SUMMARY Serve as a member of the Service Response center... JOB DESCRIPTION

Assignment Details : School / Division

School / Division

Service Response Center

Department Name

Facilities Management

Job Title

Service Response Coordinator

Job Description / Daily Tasks (REQUIRED)

Facilities Management is an exceptionally talented team built from a diverse group of individuals who are passionate about providing the highest levels of quality craftsmanship, customer service, and teamwork through sustainable practices and who take pride in supporting the mission of the University and Facilities Management We Care principle values.

• Serve as a member of the Service Response Center (SRC) by fielding requests with a high priority on work order management, diagnosing complaints and providing redress / recourse through resolution methodologies;
• by monitoring building automation systems; by monitoring, management and communication, custom reporting, customer communication and coordination;

by acting as a conduit / resource providing collaboration / support between Operations and other offices and units throughout the organization of Facilities Management.

Serve as the immediate secondary contact for all offices and divisions throughout the Facilities Management organization by phone and email.

Monitor, communicate and annotate activity relating to the Building Automation System (BAS). Oversee each alarm point as an individual transaction (unless otherwise stated).

Evaluate alarm circumstances (including any subsequent deriving alarm activity) associated with point(s) or corresponding transmission(s).

Ensure all required procedural steps are adhered to certify proper and effective communication, diagnosis and recourse methods are applied.

Contribute to special projects as directed. Assist in all facets relating in the formulation, planning and execution of Dorm Inspection, Commencement and School Opening.

Observes safety rules and precautions.

Willingness and ability to support a diverse and inclusive environment.

Performs related duties as required.

How many positions?

Work Location :

Position Classification : Onsite, Hybrid and Remote

Onsite- %

Additional Important Details :

Name of Timesheet Approver(s) : hiring Manager

Is this a new role or a backfill?

Backfill

What is the reason / justification for this need?

One of our staff members is going on parental leave and we need coverage / support in the SRC during this timeframe.

What is the estimated duration for this business need?

weeks

FLSA : exempt or non-exempt?

Non-exempt

What is the desired Start Date?

What is the expected End Date?

What are the daily hours (schedule) for this role? ( -, -)?

Sunday, Monday, Thursday, Friday and Saturday - : am- : pm

Tues, Wed OFF)

st Day Report to and / or Orientation Information.

Hiring Manager

Job Requirements :

Type of experience needed?

Customer service, call center / dispatch experience

General knowledge of trade disciplines, terminology, building systems & equipment

Number of years of experience needed?

years depending on education level

Minimum education requirement?

HS diploma + years exp

Associates + years exp

Job Responsibilities :

Are there any specific tools the resource will need to know how to use?

Google Suite, Microsoft Suite, Excel, File Maker, CMMS related modules.

IT : MS office, database mgt

Operational experience : familiar with facilities or property management.

What is the ideal personality for someone in this role?

Customer-focused, excellent communication skills, ability to multitask and prioritize workload

Provide the TOP must have skills?

Customer Service

Communication

Interpersonal skills

Which skills are nice to haves ?

Prior CMMS experience

Prior experience working in facilities support role.

Any Additional Information?

Demonstrated ability to support a community of diverse perspectives and cultures in an inclusive environment.

Competencies are required knowledge, skills and abilities necessary to perform the job successfully.

Excellent communication skills

Customer-focused, customer service oriented

High level of interpersonal skills, including the ability to act professionally and cordially with customers and co-workers is required.

Ability to multi-task and prioritize workload

Excellent organization / time management skills

Solid judgment

Good problem solving skills

Covering parental leave for - weeks. May be extended if needed. Ideally want an IT skill set with operational experience.

Liaison between client and facilities. Answering calls, ask questions and then triage resources.

Interviews on-site

Dress code : business casual, jeans are okay. No shorts or athletic wear.