Facilities Operations Control Representative

Job description

Job location: Miami, FL


Employment Type: Full-time
Posted data: 2021-02-16
Req: R100044994
Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.

Transforming Lives

The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.

With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.

The Facilities Operations Control Representative serves as a liaison to faculty, staff, and facility managers to ensure the safety of facility occupants and guarantee the smooth operations of all facility functions and operations.

The Facilities Operations Control Representative will report Manager, Customer Service and/or the Sr. Manager, Business Operations.

CORE JOB FUNCTIONS

Answers phone calls with appropriate greeting, and addresses and resolves issues or transfers to appropriate staff. Enters, transcribes, records, stores or maintains information in written or electronic form. Monitors and responds to email requests received through customer service email accounts. Ensures that alarm notifications received through electronic monitoring, security or email are accurately reported. Oversees work order control and management. Distributes office supplies and assists in maintaining uniform inventory. Generates process and distribute work orders from online requests queue, phone calls, faxes, walk-ins, and emails. Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:

High School diploma or equivalent

Certification and Licensing:

N/A

Experience:

Minimum 1 year of relevant experience

Knowledge, Skills and Attitudes:

  • Skills in assessing, organizing, prioritizing multiple-tasks, project. Strong skill in written and verbal communication.
  • Knowledge of MS Office Suite (Word, Excel, PowerPoint)
  • Knowledge of databases and their functionality. Preferred knowledge of work order management system.
  • Ability to communicate with all levels of employees; customer-oriented.
  • Always act with integrity.
  • Be accountable for all aspects of their role and continuously improve.
  • Be friendly, positive, helpful and team oriented; show respect for all team members and University community; be willing to learn new skills to help the department, division and University, the team and self-development.

Department Specific Functions

The Facilities Operations Controls Representative performs routine daily operations of the Facilities Management department, including but not limited to work order management, customer service, vendor management and processing, quality assurance, and emergency management, with emphasis on providing high quality service. This position requires extensive customer service skills, pleasant phone demeanor, and ability to multi-task and prioritizes issues, good conflict resolution skills, strong technical skills, and the ability to work with a team and independently.

The Facilities Operations Controls Representative must use Work order management system (CMMS) and Microsoft Office systems to enter and analyze data. Must schedule and dispatch work using a two-way radio system, must update, process and distribute shutdown notices, must process various reports, prepare and distribute regular and ad hoc reports, and perform other tasks as necessary to maintain the smooth operation of the department. The Facilities Operations Controls Representative is also responsible for responding to escalated customer issues relating to service performance, preparing and maintaining technician time keeping, responding to customer requests and performing other duties as assigned.

Answer phone calls greeting students, faculty and staff and addressing and resolving facilities issues through appropriate channels. Assist in the planning, scheduling, coordinating and communication of general maintenance, major repairs, and shutdowns for University Facilities. Communicating to the University community in a timely, effective and efficient manner via various forms of communication, written and orally. Ensures that University administration is appropriately advised regarding special issues, utility disruptions and emergencies. Enter, transcribe, record, store, or maintain information in written or electronic form. Maintain call trees to ensure appropriate communication during emergencies or disasters. Maintain and update the Hurricane/disaster preparation contact list. Perform quarterly update of Facilities Liaison contact list. Monitor alarm systems such as energy, fire, security, and lift station to mitigate interruptions to University operations and life-safety issues. Work with Energy and Fire Safety shops to ensure alarms received through electronic monitoring system have clear messages and accurate location data. Respond to emergencies and involve mangers, mechanics, and contractors as needed.

Monitor and respond to email inquiries received through departmental email account and University email account. Monitor projects and workflow via information furnished by the Facilities Managers and ensure that customers are properly informed of status. Works with accounting department to reconcile Facilities labor hours for inclusion in the General Ledger upload to the University’s mainframe. Review and enter work order labor time in CMMS system to ensure accuracy. Supports the creation of the on-call roster and the notification process. Distribute the on-call roster and make changes to roster as needed. Prepare & distribute holiday schedules for Facilities Management and coordinate appropriate levels of coverage for business continuity. Provide information to supervisors, co-workers, and subordinates by telephone, in e-mail, or in person. Provide records or reports pertaining to activities such as production or payroll to verify details, monitor work activities or performance as needed. Support training of new Facilities Operations personnel. Participates in departmental meetings and other University committees as requested. Serves as an integral member of the university’s plan for disaster preparation and recovery. Follows and upholds the department’s standard operating procedures. Position is essential personnel. Must be able to perform shift work, to respond to after hour’s emergency call-in, to work with other crafts and work in environments out of normal duties as needed. Other duties as assigned.

Customer Service

Resolve customer complaints or answer customers' questions regarding policies and procedures. Serves as a liaison to students, parents, faculty, staff and the masters of the Residential Colleges regarding maintenance and projects. Works closely with representatives of contracted service, i.e., Environmental Services and elevator maintenance contractor to ensure quality and timeliness of service delivery, and dispatch work. Develop constructive and cooperative working relationships with others, and maintain them over time. Utilize and promote surveys to gain customer feedback and follow up accordingly to deliver excellence in service.

Work Order Control & Management

Close work orders after work has been properly annotated and finished by maintenance staff. Dispatch work orders to Environmental Services contractor or Elevator maintenance contractor to ensure appropriate service responses. Generate process and distribute work orders from online request queue, phone calls, faxes, walk-ins, emails, maintenance inspections. Schedule & dispatch technicians for proper routing of work. Evaluate and assign proper Access Control levels to online requests for appropriate routing through approval process.

Monitor overall status of work in progress within the customer & data services area as well as the overall status of work within the trades and zones. Follow up on work in progress (general; respond to inquiries from departments; discuss appropriate response to contractor sub-performance with managers). Provide work order history reports and look up work orders and requests for mangers, leads, customers, etc… Notify on-call manager and mechanics of after-hour emergencies and maintain timelines for incidents and corrective actions Compile and submit end of shift reports to inform Facilities personnel of activities that transpired after hours and on weekends.

CORE JOB FUNCTIONS

Answers phone calls with appropriate greeting, and addresses and resolves issues or transfers to appropriate staff. Enters, transcribes, records, stores or maintains information in written or electronic form. Monitors and responds to email requests received through customer service email accounts. Ensures that alarm notifications received through electronic monitoring, security or email are accurately reported. Oversees work order control and management. Distributes office supplies and assists in maintaining uniform inventory. Generates process and distribute work orders from online requests queue, phone calls, faxes, walk-ins, and emails. Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:

High School diploma or equivalent

Certification and Licensing:

N/A

Experience:

Minimum 1 year of relevant experience

Knowledge, Skills and Attitudes:

  • Knowledge of MS Office Suite (Word, Excel, PowerPoint)
  • Skills in assessing, organizing, prioritizing multiple-tasks, project. Strong skill in written and verbal communication.
  • Knowledge of databases and their functionality. Preferred knowledge of work order management system.
  • Ability to communicate with all levels of employees; customer-oriented.
  • Always act with integrity.
  • Be accountable for all aspects of their role and continuously improve.
  • Be friendly, positive, helpful and team oriented; show respect for all team members and University community; be willing to learn new skills to help the department, division and University, the team and self-development.

Department Specific Functions

The Facilities Operations Controls Representative performs routine daily operations of the Facilities Management department, including but not limited to work order management, customer service, vendor management and processing, quality assurance, and emergency management, with emphasis on providing high quality service. This position requires extensive customer service skills, pleasant phone demeanor, and ability to multi-task and prioritizes issues, good conflict resolution skills, strong technical skills, and the ability to work with a team and independently.

The Facilities Operations Controls Representative must use Work order management system (CMMS) and Microsoft Office systems to enter and analyze data. Must schedule and dispatch work using a two-way radio system, must update, process and distribute shutdown notices, must process various reports, prepare and distribute regular and ad hoc reports, and perform other tasks as necessary to maintain the smooth operation of the department. The Facilities Operations Controls Representative is also responsible for responding to escalated customer issues relating to service performance, preparing and maintaining technician time keeping, responding to customer requests and performing other duties as assigned.

Answer phone calls greeting students, faculty and staff and addressing and resolving facilities issues through appropriate channels. Assist in the planning, scheduling, coordinating and communication of general maintenance, major repairs, and shutdowns for University Facilities. Communicating to the University community in a timely, effective and efficient manner via various forms of communication, written and orally. Ensures that University administration is appropriately advised regarding special issues, utility disruptions and emergencies. Enter, transcribe, record, store, or maintain information in written or electronic form. Maintain call trees to ensure appropriate communication during emergencies or disasters. Maintain and update the Hurricane/disaster preparation contact list. Perform quarterly update of Facilities Liaison contact list. Monitor alarm systems such as energy, fire, security, and lift station to mitigate interruptions to University operations and life-safety issues. Work with Energy and Fire Safety shops to ensure alarms received through electronic monitoring system have clear messages and accurate location data. Respond to emergencies and involve mangers, mechanics, and contractors as needed.

Monitor and respond to email inquiries received through departmental email account and University email account. Monitor projects and workflow via information furnished by the Facilities Managers and ensure that customers are properly informed of status. Works with accounting department to reconcile Facilities labor hours for inclusion in the General Ledger upload to the University’s mainframe. Review and enter work order labor time in CMMS system to ensure accuracy. Supports the creation of the on-call roster and the notification process. Distribute the on-call roster and make changes to roster as needed. Prepare & distribute holiday schedules for Facilities Management and coordinate appropriate levels of coverage for business continuity. Provide information to supervisors, co-workers, and subordinates by telephone, in e-mail, or in person. Provide records or reports pertaining to activities such as production or payroll to verify details, monitor work activities or performance as needed. Support training of new Facilities Operations personnel. Participates in departmental meetings and other University committees as requested. Serves as an integral member of the university’s plan for disaster preparation and recovery. Follows and upholds the department’s standard operating procedures. Position is essential personnel. Must be able to perform shift work, to respond to after hour’s emergency call-in, to work with other crafts and work in environments out of normal duties as needed. Other duties as assigned.

Customer Service

Resolve customer complaints or answer customers' questions regarding policies and procedures. Serves as a liaison to students, parents, faculty, staff and the masters of the Residential Colleges regarding maintenance and projects. Works closely with representatives of contracted service, i.e., Environmental Services and elevator maintenance contractor to ensure quality and timeliness of service delivery, and dispatch work. Develop constructive and cooperative working relationships with others, and maintain them over time. Utilize and promote surveys to gain customer feedback and follow up accordingly to deliver excellence in service.

Work Order Control & Management

Close work orders after work has been properly annotated and finished by maintenance staff. Dispatch work orders to Environmental Services contractor or Elevator maintenance contractor to ensure appropriate service responses. Generate process and distribute work orders from online request queue, phone calls, faxes, walk-ins, emails, maintenance inspections. Schedule & dispatch technicians for proper routing of work. Evaluate and assign proper Access Control levels to online requests for appropriate routing through approval process.

Monitor overall status of work in progress within the customer & data services area as well as the overall status of work within the trades and zones. Follow up on work in progress (general; respond to inquiries from departments; discuss appropriate response to contractor sub-performance with managers). Provide work order history reports and look up work orders and requests for mangers, leads, customers, etc… Notify on-call manager and mechanics of after-hour emergencies and maintain timelines for incidents and corrective actions Compile and submit end of shift reports to inform Facilities personnel of activities that transpired after hours and on weekends.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

c102

 

 

 

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Job No:
Posted: 2/17/2021
Application Due: 5/18/2021
Work Type: Full Time
Salary: