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Call Center Agent I

University of Florida
Main Campus (Gainesville, FL)
Closing date
Jul 29, 2021
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Job Details

Job no: 517400
Work type: Staff Full-Time
Location: Main Campus (Gainesville, FL)
Categories: Facilities/Skilled Trades, Veteran's Preference Eligible
Department:63300300 - FS-OPER WORK MANAGEMENT

Classification Title:

Call Center Agent I

Job Description:

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 Computerized Maintenance Management System (CMMS) - 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.

Uses independent judgment in applying fiscal, operational, and procedural guidelines in assigning the work requests to the proper departments for execution. Verifies and ensures that the proper authorized fiscal entities pay and receive the correct funds and are validated against master funding data bases. Determines eligibility for maintaining funding. Determines and assigns job priority. Operates a personal computer.

Enters work requests into CMMS (AiM). Processes work requests, including but not limited to routing requests to all Facilities Services OPS departments for resolution. Review of work requests for completeness, accuracy, and distribute according to established procedures and protocols. Interprets rules and procedures to facilitate expeditious handling and customer service. Maintain open/closed job files. Maintains job, telephone, off shift logs for further reference and or reports.

Assists with other departmental administrative tasks such as: coordination of campus special events; coordination of the rental from campus entities for the Mini-Storage units; coordination of the State Fire Marshall Fire Code Correction Citations; notification and approval from various campus areas of utility outages; maintenance of contact data; occasionally drives state vehicle for pickup and delivery of documents.

Provides technical advice, guidance and informal training to Facilities Services ITS customers using hardware and software programs. Trouble shoots and restores service by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures primarily for Facilities Services maintained mobile devices and Work Request System (AiM). Performs other related, work duties, as requested and required.

Work hours 7:30am - 4:30pm, and on-call shift is required in one to two week rotations.

Position is considered essential personnel as defined by UF policy.

May drive a UF state Vehicle. Incumbent must possess and maintain a valid class “E” Driver’s License.

Position is considered as Essential Personnel as defined by UF Policy.

A Criminal background check will be conducted.

Expected Salary:

$16.00 Per Hour may exceed based on experience.

Minimum Requirements:

High school diploma or equivalent and one year of relevant experience.

Preferred Qualifications:

A high school diploma and four years of appropriate experience and/or appropriate college coursework or vocational/technical training may substitute as an equivalent rate for the required experience.

Strong Interpersonal and customer service skills, with campus students, campus staff and coworkers.
Ability to retain multitude of knowledge, think logically, analyze and solve problems.
Ability to interpret technical information relating to computer hardware and software.
Multiple phone line skills and excellent typing and data entry skills.
Positive attitude and ability to multitask and work independently.

Special Instructions to Applicants:

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

Health Assessment Required:NO

Advertised: 15 Jul 2021 Eastern Daylight Time
Applications close: 29 Jul 2021 Eastern Daylight Time

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