Job Description

Reporting to the Operations Control Center Supervisor in Facilities, the Customer Service Associate provides a wide variety of services and operational support to the campus community, serving as a key member of the division's customer service team. The incumbent is responsible for receiving, dispatching, and creating facilities maintenance, service, and emergency requests from the university community for skilled trades, housekeeping, grounds, contractors, and landlords. This position will interpret service requests when received as to the need, priority, and per established policies and procedures, to make 'service based' decisions for handling of requests. This position is responsible to create and forward email notifications regarding building system shutdowns, repairs, or renovation work as requested and promptly. The Customer Service Associate will build positive relationships by going above and beyond with customer service, ensuring that all questions are handled appropriately. The incumbent will de-escalate situations involving dissatisfied customers, offering patient assistance and support. This position will utilize the computerized maintenance management systems for project and work order related information and will run simple queries in the database. This position is required to independently assess the request/problem/emergency and take immediate appropriate action. An extensive working knowledge of the facilities and utilities infrastructure, operational responsibilities, and expected response, and service levels is required to make rapid and accurate assessments that involve life safety conditions or the operational readiness of the campus. The incumbent will also recommend improvements for systems and processes to boost organizational efficiency and improve Facilities' customer service efforts.

Required Qualifications

Customer service experience in a facilities, construction, or building systems-related position.
Experience interpreting policies and procedures independently, and using judgment and discretion to act when precedents do not exist. The incumbent must be detail, action, solution, and results-oriented and dedicated to continuous improvement. The incumbent is expected to fulfill identified responsibilities with limited supervision. Must have great communication abilities including written and verbal communication to serve Facilities and the university community. Great active listening skills. Exceptional interpersonal and rapport-building skills. Thorough mastery of English grammar, punctuation, and spelling is required. Ability to follow verbal and written instructions. Experience working under pressure with frequent interruptions.

Preferred Qualifications

Minimum of three years of customer service/public contact experience including the ability to learn and
utilize proprietary software systems. Minimum of three years experience working in construction, utility or building maintenance industry. Working knowledge of computerized maintenance management systems. Experience handling multiple situations under demanding conditions. Experience interpreting a broad variety of university/departmental policies and procedures, and applying these to operational/service situations often occurring simultaneously. Knowledge of construction and maintenance terminology, practices and procedures. Ability to translate service requests into skilled trade terminology. Ability to make analytical database queries and effectively use the resulting data for making informed decisions. Experience using computerized maintenance management systems, multiline phone systems, and/or two-way radio systems.

Pay Band

3

Appointment Type

Regular

Salary Information

Starting at $40,000; Commensurate with experience

Review Date

January 5, 2024

Additional Information

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight , a , a college, , and . The university has a significant presence across Virginia, including the in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous and . A leading global research institution, Virginia Tech conducts more than $500 million in research annually.