Current Employees:

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The Senior Facilities Operations Control Representative (Customer Service) facilitates the smooth operations of facility functions by providing support to the operations of the service desk and providing outstanding customer service. Additionally, the incumbent mentors junior staff, and addresses the resolution of complex operations issues.

CORE JOB FUNCTIONS

• Enters and analyzes data, and prepares reports to present to appropriate managing staff.

• Ensures timely and accurate communication is provided to customers of facilities scheduled services and projects.

• Vendor management with timely processing of invoices.

• Generates work orders from correspondence or phone calls received.

• Receives and responds to vendor and customer inquiries, escalations, and resolves in a timely manner.

• Facilitates work order control and management.

• Administrative functions while providing high quality service.

• Assists with training of less experienced team members.

• Maintains detailed and organized records of all relevant forms.

• Supports personnel in completing accident report forms.

• 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 3 years of relevant experience

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.

• Ability to maintain effective interpersonal relationships.

• Ability to understand and follow instructions.

• Ability to work independently and/or in a collaborative environment.

• Commitment to the University's core values.

Department Specific Functions

• Administrative support for Sr. Facilities Managers and extended management teams.

• Perform tasks and projects assigned; prepare expense reports and reimbursements for trainings and events.

• Work order management to include: creation, assignment, update and follow up, to address inquiries and communicate issues.

• Assist in the planning, scheduling, coordinating, calendar updates (WO, Vendor, times), and communication of general maintenance, major repairs, and shutdowns for University Facilities.

• Ensures that University administration is advised regarding escalations of emergencies, utility disruptions, etc.

• Monitor projects and workflow provided by the Facilities Managers and ensures customers are properly informed.

• Works with accounting department to reconcile invoice processing, match exceptions, duplications, etc.

• Communicate with University Architect’s office to verify colors, materials, flooring, and signage, are within approved standards.

• Perform day-to-day administrative tasks such as maintaining information files and processing paperwork such as IDRs.

• Track and respond to customer billing inquires and payment status.

• Review invoices for accuracy and all requirements per service level agreement, match proposals/work orders, for manager approvals.

• Assist with permit applications and notices of commencement when required; obtain required signature and notarization.

• Support the training and onboarding of new Facilities personnel.

• Assist with Facilities Service Level Agreements, and/or Terms & Conditions for annual purchase order requisitions.

• Track vehicles inventory, coordinate repairs and garages service.

• Order and distribute parts, office supplies or equipment as requested.

• Assist with uniform orders for maintenance personnel.

• Assist new vendors with completing the University's vendor application process, assuring Certificate of Insurance is current and updated when applicable.

• Participate in the development and/or support of emergency recovery plans with communications, continuity of critical departmental processes, or temporary shutdown of non-critical departments to ensure continuity of operations.

• Adhere to department’s standard operating procedures and update as required.

• Manage Outlook calendars for managers, schedule meetings with University personnel and outside services providers.

• 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.

• Be accountable for all aspects of role, strong team player, act with integrity, positive attitude and customer focused.

• Identify efficiencies and willing to learn and adapt to new systems and/or processes.

• Proficiency in Microsoft applications (Word, Excel, Power point), and Work order management systems.

  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 (https://www.hr.miami.edu/careers/eo-ada/index.html) for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

A5