Facilities Customer Service Coordinator

About the Opportunity

JOB SUMMARY

Facilities Customer Service Coordinators are on staff around the clock purposely to quickly respond to all requests/needs especially emergencies (e.g. elevator entrapments floods no heat etc.) and serve as the initial point of contact for the Facilities Facilities Customer Service Center (FCSC) is open and staffed 24 hours a day 7 days a week 365 days per year. Faculty staff students vendors contractors and visitors either visit in person or contact by phone/web the FCSC for a variety of services chief amongst those being the submission of work requests (approximately 50000 requests per year.)

During the normal university workday (M-F 8:30 AM 5:00 PM) all duties and responsibilities listed below may occur. Outside of these hours only some of these duties are typically performed and less frequently.

Duties include:

• Greeting visitors and act on their needs accordingly as detailed in procedures/processes.

• Fielding incoming telephone calls and routing appropriately.

• Accepting recording distributing and processing work requests dispatching appropriate personnel and escalating issues as procedures direct or superiors dictate.

• Operating a two-way radio dispatching and paging system.

• Administering the sign out and return of university keys/keycards

• Encoding keycards and emergency Huskycard Photo ID printing.

• Monitoring energy management system and other emergency alarms.

MINIMUM QUALIFICATIONS

• High School diploma or GED and two (2) years of customer service-related work experience preferably in a call center required.

• Ability to effectively interact and clearly communicate with people at a variety of different levels with a focus on customer needs.

• Ability to accurately follow procedures and verbal directions.

• Possesses basic computer skills with the ability/desire to learn new software programs.

• Ability to effectively use NUs Computerized Maintenance Management System (CMMS) for receiving completing and documenting actions on Work Orders preferred.

• Accurate typing & data entry skills

• Proficient typing skills with the ability to accurately enter data.

• Willing to work as part of a team and able to work independently in a fast-paced environment.

Other Requirements

• This position is 40 hours per week and requires a background check.

• Mandatory overtime and off-shift coverage. Must remain on duty until relief personnel arrives.

• Schedule is Tuesday through Saturday 2:30PM until 11PM and includes an alternative holiday schedule.

Position Type

Additional Information

Northeastern University considers factors such as candidate work experience education and skills when extending an offer.

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.

Compensation Grade/Pay Type:

Expected Hiring Range:

With the pay range(s) shown above the starting salary will depend on several factors which may include your education experience location knowledge and expertise and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.