Service Request Specialist
Title: Service Request Specialist
Exempt Status: Non-exempt
Under the direction of management, works to ensure an efficient work flow in the Facilities Management Services Department. Fields incoming service request calls regarding maintenance, custodial and grounds issues for routine and urgent requests. Assesses customer needs and explains services, processes, procedures, and guidelines. Creates and monitors work orders in electronic systems and assists in resolving problems.
Typical Duties and Responsibilities
- Assesses incoming work requests and integrates into Service Request systems and work flow. Assesses urgency and responds appropriately, escalating issues as necessary.
- Reviews, approves, creates, and monitors work orders in Service Request Center (SRC) databases and/or electronic systems. Answers questions via phone, email, and electronic systems.
- Greets contractors and checks keys in/out according to established protocols.
- Monitors, tracks, and provides information on the status of work orders and explains work order processes to constituents.
- Educates customers on services and resources; directs customers to electronic information and systems and works to ensure SRC policies and procedures are followed.
- Tracks and logs FMS staff absences in various electronic systems and notes status such as working off-site, vacation, training, conferences, etc.
- Assists in training Service Request Center personnel.
- Coordinates and files After Hours/On-Call Managers documents/calendars/contact information.
- Makes recommendations and implements system and/or process improvements.
- Supports SRC administrative functions such as routing mail, scheduling meetings, and taking minutes.
- Supports FMS administrative functions such as posting announcements, updating employee address information, scheduling rooms, and purchasing supplies and tracking inventory and orders.
- Assists in creating or maintaining the department’s web and intranet pages and uses web publishing software to create documents and other web-based resources.
- Performs other related duties as assigned.
Work Environment and Physical Requirements
Work is generally performed in a normal office environment. While the primary work hours are day shift, some evening or Saturday work is required to provide coverage for the Service Request Center during vacations and illness. Work pressure may occur on an intermittent basis during emergency situations.
Learned physical skill is required to perform keyboarding and/or ten-key functions. Occasional lifting, guiding and/or carrying of lightweight materials and equipment may be required.
High School diploma or equivalent. One year of direct customer service experience to include data entry and navigating a computer database.
Knowledge, Skills, and Abilities
- Modern office practices and procedures;
- Use of computers.
- Record keeping and organization;
- Oral and written communications skills;
- Analyzing situations and quickly identifying appropriate action;
- Exercising good judgment in quickly changing circumstances;
- Analyzing situations to choose the most effective response.
- Communicate effectively and efficiently with a variety of college staff, students, public, external contractors;
- Work effectively with diverse academic, cultural and ethnic backgrounds of community college students and staff;
- Work under pressure;
- Work with difficult and irate customers.
- Work independently;
- Remain calm and objective.
- Demonstrate commitment to equity and inclusion