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Provides Customer Service and receives work, event and outage requests via telephone, electronic mail, web form mail and walk-ins and enters the work requests into the Integrated Work Management System (IWMS) - AiM. Assigns the work requests to the appropriate shop and assists all customers in the resolution of job related problems, requests, job status, complaints, and inquiries. May monitor Building Automation System (BAS) to assist with communications to technicians and customers on status of outages.
Determines job priority and uses independent judgment in applying fiscal, operational, and procedural guidelines in assigning the work requests to the proper shop for execution. Enters work requests into the CMMS - AiM. Processes work requests, by reviewing for completeness, accuracy, and distribution according to established procedures and protocols. Interprets rules and procedures to facilitate expeditious handling and customer service. Maintain queries of open/closed job files. Maintain job, telephone, off shift logs for further reference and or reports. Communicates emergency information to leadership via text to ensure awareness.
Primary contact for coordination of one or more departmental processes and administrative tasks including but not limited to: Campus Event Services provided by Facilities Services, Outage request process, EH&S protocols, coordination of the State Fire Marshall Fire Code Correction Citations, maintenance of AiM customer contact data, new hire training, maintenance of job aids. Acts as backup for additional departmental processes in the absence of colleagues.
Partner with Facilities Services Project Team and IT to test new systems, trouble shoot and restore service by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures primarily for Facilities Services maintained mobile devices, Integrated Work Management System (IWMS) AiM, and the GatorWorks customer request system.
Other Duties as assigned Performs other related, work duties, as requested and required.
This position requires a Class E State of Florida Driver’s License.
NORMAL WORK SCHEDULE:
Shifts are Monday thru Friday, between 7:00am and 5:00pm depending on phone coverage needs.
An On Call shift is required in one to two week rotations with other Operations Specialists(this usually occurs after six months of probation/training).
This is a 365 day and 24 hour operation.
Mandatory shifts apply, as needed, for emergency or weather related events.
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