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Facilities Operations Control Representative

Working hours: Flex Schedule

The University of Miami/UHealth department of Facilities has an exciting opportunity for a Full Time Facilities Operations Control Representative to work in Miami, FL. 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.

• 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.

Department Specific Functions

The Facilities Operations Control 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 independently.

• 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.
• 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 managers, 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.
• Customer Service
  • Resolve customer complaints or answer customers’ questions regarding policies and procedures.
  • Serves as 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).

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

• High School Diploma or equivalent/relevant experience, certification or license
• Minimum 1 year of relevant experience required

Knowledge, Skills and Abilities:

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.

• Teamwork: Ability to work collaboratively with others and contribute to a team environment.

• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Any relevant education, certifications and/or work experience may be considered.

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.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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