Job Description

About the Position:

The Support Call Center Coordinator is responsible for troubleshooting and triaging facilities calls and work request issues by taking calls, processing requests, and following up with campus partners to gather all critical information needed for accurate resolution. This role evaluates and routes vetted requests to the appropriate Facilities Planning and Management departments, while also responding to facilities-related questions and problems received through support center channels. It requires strong customer service skills, clear communication, and ongoing participation in technical and professional development activities to enhance service delivery. The overall goal is to ensure the high quality and reliability of maintenance and grounds operations, supporting the long-term success of Facilities Planning and Management and the mission of the University, while providing effective support to departmental management teams.

Essential Functions:

  • Responsible for troubleshooting and triaging facilities calls and work requests by taking calls, processing incoming requests, and following up with campus partners to gather all necessary and critical information. This includes evaluating and triaging issues routed to the Support Call Center and ensuring that vetted requests are routed to the appropriate department for timely completion.

  • Assist leadership by tracking relevant data to support analysis of support center call volume, computer database submissions, and overall facilities operations. Responsibilities include creating and maintaining spreadsheets for tracking purposes, attending meetings as requested, providing administrative and front desk support, and participating in field visits on or off campus.

  • Provide general support to the maintenance department and assist other units within Facilities as needed. This includes supporting staff and campus events, helping with inventory in the Lock Shop and Warehouse, assisting the Fleet team with work orders, and tracking Lock Shop inventory to ensure accurate and efficient operations.
  • Responsible for providing on-call support after hours and maintaining a flexible schedule to serve as a floater when peers need time off. This includes supporting game days, graduations, major campus events, weekends, and holidays to ensure continuous coverage and effective support for Facilities Operations.

  • Other duties as assigned by management.

    • Qualifications

    Education and Experience:

    A high school diploma or equivalent is required, a bachelors degree is preferred

    A minimum of 2 years of experience is required

    Knowledge, Skills and Abilities:

    Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills.

    Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions. Must also have strong organizational, planning and time management skills.

    The ability to deliver customer service in a high volume environment is required.

    Knowledge of facilities concepts and a working understanding of facilities and grounds operations is preferred.

    Prior experience utilizing Microsoft Word, Excel, Outlook, and PowerPoint is required.

    Prior experience using SharePoint, Computerized Maintenance Management Systems (CMMS), and Integrated Workplace Management Systems (IWMS) is preferred.

    This position requires the ability to work a split shift that may include evenings, weekends, holidays, and on-call assignments.

    Physical and Environmental Demands:
    • Bend
    • Crawl
    • Reach above shoulders
    • Sit for long periods of time
    • Squat
    • Climb
    • Handle objects (dexterity)
    • Carry/lift over 25-50 lbs.
    • Kneel
    • Stand
    • Walk for long distances
    • Exposure to excessive noise
    • Around moving machinery
    • Exposure to marked changes in temperature/or humidity
    • Drives motorized equipment
    • Work in confined quarters

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