Customer Service Dispatcher

Salary Grade

Case Western Reserve University is committed to providing a transparent estimate of the salary for this position at the time of its posting. The starting wage rate is $19.32 per hour, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

Job Description

POSITION OBJECTIVE

Working under general direction, oversee the general operations of the Customer Service Center. Intake service requests, process, and delegate services for the facilities services and maintenance department, the custodial services department, and physical security services department (key shop). Ensure resolution and customer satisfaction of service requests. Facilitate building system interruption (shutdown) notifications, fire systems bypass requests, building access, key requests, and contractor parking requests. Assignments may require the dispatcher to rely on own resources in task accomplishment. Operate the command center during high profile university events (e.g., commencement).

ESSENTIAL FUNCTIONS

• Serve as the primary contact for the customer service center including the intake of all incoming phone calls and e-mails. Respond to requests for service and record each request in the work management system. Initiate and follow-up on all routine communication to acknowledge receipt of customer requests. Determine routing and priority status (emergency, routine, etc.) for work requests. Coordinate the functions of various departments to ensure a smooth and timely response to customer needs. Example, contact the university department of occupational and environmental safety to clear a radioactive sink in a lab prior to maintenance repairing the sink. Contact customers on a regular, proactive basis to ensure satisfaction of their facility related needs. Maintain a comprehensive understanding of the data entry operational functions of the work management system. Maintain the work management system for facilities, custodial, and key shop records. Act as a resource to facilities services, custodial services, and the key shop staff regarding the entering and retrieving of information. Gather and compile information for management use. Work with department managers in identifying needs as they relate to attaining reports and information needed by management. (50%)
• Continually review service requests in the work management system to ensure minimal backlog of work orders. Review daily reports and log sheets from Public Safety, 2nd, and 3rd shift Facilities Maintenance. Ensure all calls have been addressed. Follow-up on calls that need further attention from the 1st shift maintenance staff by contacting the appropriate sources and entering work orders in the work management system. (17%)
• Create and track work orders for special events initiated by the office of University Events, Physical Education & Athletics, and student groups. Confer with appropriate tradespersons regarding event support. Support the facilities/planning design and construction coordinators and project managers with scheduled facility shutdown coordination and assist with notification of such events to the campus community. Oversee the command center for the annual university commencement event and all other VIP campus events that are hosted throughout the year. Most of these events occur on weekends or after normal weekday business hours. (16%)
• Coordinate and ensure follow-up on all inoperable elevator telephones and maintain appropriate records. Submit building access, parking requests, and fire bypass requests for maintenance staff, coordinators, project managers, and contractors. Review roof leak reports, update work orders, and upload documents into the work management system. (7%)

NONESSENTIAL FUNCITONS

• Interpret weekly building walkthrough notes and establish work orders based on these notes. (4%)
• Provide back-up coverage for the facility and space manager in making reservations for spaces within the university¿s reservation system and step in and perform the responsibilities for weddings at Amasa Stone Chapel during absence. (3%)
• Perform other duties as assigned. (3%)

CONTACTS

Department: Continuous contact with the director to keep them apprised of all urgent requests and concerns or to request their assistance in resolving issues. Continuous contact with the director and assistant director of facilities services to inform them of any urgent work situations or to request their assistance in resolving a maintenance issue. Regular contact with the coordinators of facilities services for information sharing and assistance when necessary. Moderate contact with project managers of planning and design and construction departments for information sharing and assistance when necessary. Continuous contact with maintenance, grounds, custodial, movers, and key shop staff to document information relative to work requests.

University: Continuous contact with students, staff, and faculty of all levels to gather the necessary information and create work orders for maintenance staff to resolve complaints and facility issues. Continuous contact with the university public safety department to relay information relating to the possible compromise of security. Frequent contact with the housing area office staff to communicate workflow of maintenance items for students living in student housing. Frequent contact with the technicians of the department of occupational and environmental safety to request safety clearances on equipment needing repair by the facilities maintenance staff. Frequent contact with the staff of the access services and parking departments to request access and parking for contractors.

External: Continuous contact with the elevator maintenance contractor for elevator service needs. Continuous contact with the pest control contractors for all pest related calls on campus. Frequent contact with other contractors for general maintenance issues and those who have a relationship with the university.

Students: Regular contact with students regarding special event requests and occasional contact regarding facility related requests.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICAITONS

Experience: 3 to 5 years of experience in customer service or related environment.

Education: High school education.

REQUIRED SKILLS

• Excellent verbal, interpersonal and customer service skills. Must be a competent, assertive, pleasant, customer service oriented individual.
• Ability to determine the urgency of a call and respond appropriately.
• Ability to work well under pressure, prioritize tasks, and perform in an environment, which offers continuous interruptions.
• Organized with a strong attention to detail, dependable in follow through, and able to work with minimal supervision.
• Self-motivated and organized with strong attention to detail.
• Dedicated as a strong member of a team with congeniality and respect for others.
• Mature problem-solving skills, excellent work ethic, and professional presentation.
• Knowledge and use of a personal computer, including Microsoft software. Comprehensive understanding of the data entry operational functions of the work management computer system.
• Ability to demonstrate successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
• Ability to meet consistent attendance.
• Ability to interact with colleagues, supervisors, and customers face to face.
• Willingness to learn and work with artificial intelligence (AI) tools and technologies.

WORKING CONDITIONS

Fast paced office environment. Climate controlled with no abnormal hazards present. Position requires steady sitting, extensive phone work, frequent interruptions, and repetitive motion--heavy use of computer mouse and keyboard to type. This position is required to operate the command center for university commencement ceremonies generally held over the weekend in May.

EEO Statement

Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Reasonable Accommodations

Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis.

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