Job location: Winston Salem, NC

Employment Type: Full-time
Posted data: 2019-03-06
Req: R0001476
Please note:

• Additional documentation must be added at the bottom of the third screen under the "My Experience."
• Internal candidates must apply via the internal career portal. Do not proceed with your application from this website.
• DO NOT complete the application without the required attachments as you will be unable to edit your application.

Job Description Summary

Performs data entry for all types of work orders, feedback to work orders; directs and fields questions from walk-in traffic; and serves as Facilities and Campus Services line of dispatch.

Job Description

Essential Functions:

• Prepares work orders in Facilities and Campus Services work management system received by phone, email, radio, walk ups or written requests including special projects as necessary in accordance with Customer Service Center (CSC) operating procedures 

• In coordination with other Customer Service Specialists for Facilities and Campus Services, directs walk-in traffic to appropriate area, fields questions in a polite and courteous manner, sorts/distributes mail, attends communication meetings, sorts/distributes payroll, maintains team spreadsheets, and assists team supervisors with use of office equipment

• Dispatches work order’s to proper teams or appropriate contractor/vendor via radio or phones

• Provide communication with Pest Control venders for service and paperwork sign off for completed work

• Posts work order feedback, attaches documentation, and closes work orders in a timely manner

• Ordering office supplies for Facilities and Campus Services

• Receiving, sorting and distributing the mail and internal campus mail for Facilities and Campus Services

• Documents personnel leaving/returning to campus, confined space entries (according to EHS requirements), and Safety Response Team calls (according to EHS requirements) when needed

• Issues keys to WFU staff and others

• Uses Facilities and Campus Services work management system to check work orders for accuracy.  Assists team supervisors in identifying data anomalies and opportunities for improved campus service.  Assists in identifying system configuration needs, report needs, and training needs by looking for ways to use system to be more efficient

• Serves as central dispatch operation for Facilities and Campus Services phone calls, radio or walk-in traffic

• Quality control on Work Orders and completed jobs

• Meet with campus customers to get customer perspectives

• Typing ability

• Assist the Facilities Manager with special events customer planning and communication

• Performs other related duties as assigned

Required Education, Knowledge, Skills, Abilities:

• High school graduate plus specialized training with three years related experience, or an equivalent combination of education and experience.  Experience in Customer Service area or related experience preferred

• Proficiency in (Microsoft Office applications) Excel, Word, Outlook and Internet Explorer
• Knowledge in Facilities and Campus Services work management software, prefer Infor EAM experience. Must be able to adapt to new programs easily
• Excellent interpersonal skills; excellent written and oral communication skills.  Must be able to communicate with students, faculty, staff, peers, and management via phone, radio, and face-to-face contact
• Ability to multi-task, meet deadlines, and be highly adaptable to new and changing situations
• Excellent organizational and time management skills
• Ability to communicate with all levels of the department and organizations
• Ability to work in a team atmosphere
• Demonstrated knowledge of customer service skills and best practices
• Ability to resolve conflict
• Ability to remain calm and take decisive action during emergencies

Supervisory responsibility:

Responsible for own work only.

Authority/Accountability:

Works under general supervision. Reports to the Manager. Responsible for tasks assigned

Problem Solving:

• Handles multiple customer service issues/requests at a time
• Evaluates routing customer requests.  Follows up until request is placed appropriately.
• Researches customer issues and keeps customer informed
• Notices trends in work orders for repeat problems

Physical requirements:

Sedentary work, sometimes repetitive. Reaching, fingering, talking, hearing, repetitive motions.  Close visual acuity.  Not substantially exposed to adverse environmental conditions.

** Cover letter required for all positions and optional for facilities, campus services, and hospitality positions unless otherwise specified.

Additional Job Description

Time Type Requirement

Full timeNote to Applicant:This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce, and encourages qualified candidates across all group demographics to apply.