Work Control Center Specialist

General Summary:

Serves as the front-line point of contact for customers, staff, students, vendors, and contractors, addressing service requests, complaints, and general inquiries for the Facilities Department. The Work Control Center Specialist must be knowledgeable of Facilities Department procedures while generating and tracking work orders for the various work units within the department. The Work Control Center Specialist must be able to prioritize the various requests received, be aware of the possible safety impact of requests and be able to coordinate communications between department staff during day to day operations including urgent situations.

Examples of Duties:

• Greet guests at the Facilities Suite. Answer telephone calls and emails to create and distribute work orders for Facilities Department work units.
• Respond expeditiously to urgent situations and breakdowns. Notify and dispatch appropriate personnel in response to urgent situations via radio or telephone.
• Coordinates radio communications within the Facilities Department and maintains lines of communication with all Facilities Department employees and contractors on day-to-day tasks.
• Report ongoing facilities issues to the Second Shift supervisors and staff during the transition period between first and second shifts.
• Perform inspections of campus buildings for maintenance needs based on a schedule developed by the Manager of CMMS. FIS and Al. Record information gathered in the TMA system and generate work orders.
• Record information in the TMA system related to the cost of all work orders and projects.
• Generate reports and other management information from the TMA system as requested by supervisors and managers.
• Distribute keys to staff and students and log information into a key control database and card index of the transaction in the key inventory file. Send notifications via telephone, email or interoffice mail to customers that keys are ready to be picked up.
• Receive returned keys and update the key control database and key inventory card file.
• Maintain up-to-date knowledge of Facilities Department operations, including the location of units within buildings, services performed, campus buildings, weather conditions, daily schedules and special events.
• As directed, call in staff and/or vendors to respond to maintenance needs.
• Provide coverage in other Facilities Department offices or the Facilities Warehouse as needed.

Qualifications:

• Associate's degree in business administration, Facilities Management or related field preferred or equivalent relevant experience.
• Must possess a minimum of two years experience in a customer service/call center role. Experience in a fast-paced, complex environment is essential. Knowledge of facilities systems and operations preferred.
• Excellent oral and written communication skills, including the ability to give written and oral instructions in a precise, understandable manner.
• Ability to provide courteous and efficient customer service to the university community through daily contact with facilities personnel, faculty, staff, students, department administrators, guests and visitors.
• Advanced knowledge of office computers and software, including database entry and query, word processing, spreadsheet experience. Knowledge of artificial intelligence and social media platforms preferred.
• Excellent telephone skills and experience using radio communications systems preferred.
• Adept at handling multiple interruptions without compromising professionalism.
• Must be well organized and able to identify urgent requests to prioritize work; an ability to work independently, without close supervision is essential.
• Must be able to remain calm during high stress and/or high activity periods.
• Ability to exercise sound judgment and discretion, especially in the handling of confidential information.
• Ability to establish rapport and maintain harmonious working relationships with Campus community, internal trades, outside vendors, Facilities Operations and all other UMB groups.

Application Instructions:

Please apply online with your resume, cover letter and list of three professional work references.

Review of candidates will begin following the application closing date.

Grade: 14

This is a non-exempt union position.

All official salary offers must be approved by Human Resources.

UMass Boston is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact the ADA/504 Coordinator Andrea Haas or 617-287-5148.