Job Details

Facilities Customer Service Coordinator
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Position Number: 5661875
Location: Boston, MA
Position Type: Multicultural Affairs and Affirmative Action

Facilities Customer Service Coordinator

About the Opportunity

JOB SUMMARY

Facilities Customer Service Coordinators are on staff around the clock, purposely, to quickly respond to all requests/needs, especially emergencies (e.g., elevator entrapments, floods, no heat, etc.) and serve as the initial point of contact for the Facilities Division. The Facilities Customer Service Center (FCSC) is open and staffed 24 hours a day, 7 days a week, 365 days per year. Faculty, staff, students, vendors, contractors and visitors either visit in person or contact by phone/web the FCSC for a variety of services, chief amongst those being the submission of work requests (approximately 50,000 requests per year.)

During the normal university workday (M-F 8:30 AM - 5:00 PM), all the duties/responsibilities listed herein can be expected to take place at one time or another. Outside of these times, only some of the duties that are listed herein are necessarily performed and their frequency of performance is less.

Duties include:

Greeting visitors and act on their needs, accordingly, as detailed in procedures/processes.
Fielding incoming telephone calls and routing appropriately.
Accepting, recording, distributing, and processing work requests dispatching appropriate personnel and escalating issues as procedures direct, or superiors dictate.
Operating a two-way radio, dispatching, and paging system.
Administering the sign out and return of university keys/keycards
Encoding keycards and emergency Huskycard Photo ID printing.
Monitoring energy management system and other emergency alarms.

MINIMUM QUALIFICATIONS

High School diploma or GED and two (2) years of customer service-related work experience, preferably in a call center, required.
Ability to accurately follow procedures and verbal directions.
Possesses basic computer skills with the ability/desire to learn new software programs.
Ability to effectively use NU's Computerized Maintenance Management System (CMMS) for receiving, completing, and documenting actions on Work Orders, preferred.
Accurate typing & data entry skills
Proficient typing skills with the ability to accurately enter data.
Willing to work as part of a team and able to work independently in a fast-paced environment.
Ability to effectively interact and clearly communicate with people at a variety of different levels with a focus on customer needs.

Other Requirements

This position is 40 hours per week and requires a background check.
Schedule is Tuesday through Saturday, 2:30PM until 11PM which includes an alternative holiday schedule.
Mandatory overtime and off-shift coverage. Must remain on duty until relief personnel arrives.

Position Type

General Administration

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.

To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Facilities-Customer-Service-Coordinator_R128599-1