Call Center Analyst
Call Center Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Summary
Drexel Universitys Real Estate and Facilities department is seeking a qualified candidate to provide support to the Facilities Business Operations staff and serve as the Call Center Analyst. This includes but is not limited to assisting with call center and work order system operations. The Call Center Analyst will follow standard operating procedures to provide a high level of customer service to the university community. This position will also assist with routine data analysis and audits such as invoice review entry analysis and summary. This will aid point in time comparisons and projections for future years.
Essential Functions
- Generate work orders from incoming work requests phone calls and emails after evaluating the request and deciding which repair centers and task codes are assigned. Contact appropriate manager with any high priority work orders after determining the level of urgency. Follow up as necessary to ensure issue has been resolved.
- Using Power BI and reports generated from current or prior years develop point in time spend comparisons and project spend for the remainder of the year. Enter invoice data into tracking logs and setup systems to validate entered data.
- Close out work orders ensuring proper labor supply and other costs are included. Troubleshoot as needed to verify charge back will post.
- Produce and audit periodic and ad hoc work order reports. Update tracking logs as needed including but not limited to call logs and shuttle statistics.
- Reconcile PCard transactions and provide required notes on the purchase. Ensure PCard receipts and statements of accounts are complete to the required standards.
- Assemble review investigate and follow up on orders using the University eProcurement System.
- Use knowledge of Microsoft 365 SQL and other software options to propose and implement improvements and identify efficiencies within the Facilities O&M business operation.
Required Qualifications
- Minimum of bachelors degree in data science or a related field ORthe equivalent combination of education and work experience.
- Please review the Equivalency Chart for additional information.
- Must have working knowledge of Microsoft Office Suite especially Excel.
Preferred Qualifications
- Ability to adhere to a set schedule.
Ability to communicate on verbal and written platform.
Physical Demands
- Typically sitting at a desk/table
Location
- University City - Philadelphia PA
Additional Information
This is a Part-Time temporary position classified as offered pay is based on the successful candidates qualifications and experience departmentbudget and an internal equity review.
For information about benefits please review Drexels Per Diem/Casual/Temporary Benefit Fact Sheet.
Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.
A review of applicants will begin once a suitable candidate pool is identified.
Required Experience:
IC
Employment Type
Part-Time
