Customer Service Coordinator

Worcester Polytech; Worcester (MA); On-site; USD 30,307 - 41,328; Full time

Job summary

Worcester Polytechnic Institute (WPI) seeks a Facilities Customer Service Coordinator to act as the primary liaison between Facilities Operations and the campus community. You will coordinate maintenance requests, manage contractor access, and track work orders to ensure timely communication and efficient work coordination.

You will collaborate with trades staff, vendors, and campus departments to ensure safety, scheduling accuracy, and high-quality customer service across all facilities.

Qualifications

• Associate's degree or equivalent combination of education and relevant experience.
• 3–5 years in customer service, facilities operations, administrative coordination, or office management.
• Strong organizational and time management skills with the ability to handle multiple tasks in a fast-paced environment.
• Excellent verbal and written communication skills and a commitment to outstanding customer service.
• Experience coordinating multiple stakeholders and maintaining confidential information.
• Proficiency with Microsoft Office Suite and enterprise management systems (Workday and CMMS preferred).

Responsibilities

• Serve as the primary point of contact for Facilities-related inquiries from the campus community.
• Receive, process, prioritize, and monitor service requests and work orders using the Facilities work management system.
• Coordinate maintenance and repair activities with trades staff, contractors, vendors, and requesting departments.
• Track work order progress, labor, materials, contractor costs, and completion status.
• Respond to and monitor the Facilities departmental email account with timely responses.
• Coordinate contracted maintenance services, including scheduling and access arrangements.
• Manage contractor access by coordinating keys, access credentials, and permits.
• Maintain keys and access documentation and reconcile invoices against completed work orders.
• Collaborate with leadership and project teams to schedule and coordinate maintenance and capital projects.
• Coordinate routine preventive maintenance, safety inspections, and facility repairs.
• Assist with onboarding and training of student employees and seasonal staff.

Skills

Customer service

Facilities operations

Administrative coordination

Office management

Communication

Attention to detail

Teamwork

Education

Associate's degree

Tools

CMMS

Workday

Job description

LOCATIONWorcesterDEPARTMENT NAMEFacilitiesDIVISION NAMEWorcester Polytechnic Institute - WPIJOB DESCRIPTION SUMMARYThe Facilities Customer Service Coordinator serves as the primary customer service liaison between Facilities Operations and the Worcester Polytechnic Institute (WPI) campus community. This position is responsible for coordinating maintenance and repair requests, supporting departmental operations, managing contractor access and scheduling, maintaining operational records, and providing exceptional customer service to faculty, staff, students, and external partners.The Coordinator collaborates with Facilities leadership, campus departments, contractors, vendors, and university service providers to ensure timely communication, efficient work coordination, and effective resolution of facilities-related issues. This position exercises sound judgment, manages multiple priorities simultaneously, and performs responsibilities with limited supervision.JOB DESCRIPTIONCustomer Service & Work Order CoordinationServe as the primary point of contact for Facilities-related inquiries from the campus community.Receive, process, prioritize, and monitor service requests and work orders using the Facilities work management system.Coordinate maintenance and repair activities with Facilities trades staff, contractors, vendors, and requesting departments.Track work order progress, labor, materials, contractor costs, and completion status.Respond to and monitor the Facilities departmental email account, ensuring timely responses to customer inquiries.Provide training and guidance to campus community members and Facilities staff on submitting and managing work requests.Notify Facilities leadership of emergency situations and coordinate appropriate response efforts.Contractor & Vendor CoordinationCoordinate contracted maintenance and repair services, including scheduling, access arrangements, and communication with requesting departments.Manage contractor access by coordinating:Brass keysCard access credentialsTemporary parking permitsProduce and distribute the daily contractor schedule to Campus Police, Campus Card Access, Residential Services, Facilities Management, Environmental Health & Safety, Sustainability, the Events Office, and the Projects Team.Reconcile contractor invoices with completed work orders and verify billing accuracy.Maintain contractor access documentation and ensure all issued keys, badges, and permits are properly returned.Key & Access Control AdministrationMaintain accountability for Facilities-controlled keys stored within the Customer Service Center.Issue, track, and reconcile keys assigned to employees and contractors.Maintain accurate electronic and physical inventories of all controlled keys.Ensure key records remain current and compliant with university procedures.Project & Maintenance CoordinationCollaborate with the Associate Director of Mechanical Operations, Facilities Managers, and the Projects Team to schedule maintenance and capital project work during academic breaks, holidays, and summer periods.Coordinate elevator repairs by working directly with service contractors, communicating outages to affected campus groups, and maintaining required inspection certificates.Coordinate routine preventive maintenance activities with Campus Dining Services, including:Kitchen drain cleaningGrease trap maintenanceVent hood cleaningEquipment shutdownsMajor kitchen and dining facility repairsFinancial & Administrative SupportTrack chargeable Facilities work and process interdepartmental billing through Workday.Support Facilities management and trades personnel with procurement of materials, equipment, office supplies, postage, and operational resources.Receive and distribute departmental mail and package deliveries.Maintain department records, databases, and operational documentation.Manage campus electric vehicle (EV) charging accounts and coordinate repair service for EV charging equipment.Coordinate campus signage requests with approved vendors and University Marketing.Maintain and annually update the campus building contact directory.Human Resources SupportAssist with recruiting and hiring student employees for the Customer Service Center, summer operations, and seasonal snow removal crews.Coordinate onboarding, orientation, and training for student employees.Assist Facilities management with employment reference checks as requested.Communication & CollaborationFoster positive working relationships with faculty, staff, students, contractors, vendors, and external service providers.Collaborate with Campus Police, Residential Services, Campus Card Access, Dining Services, Environmental Health & Safety, Sustainability, University Events, and other campus departments to support Facilities operations.Maintain effective communication regarding maintenance activities, scheduled outages, emergencies, and project updates.Required QualificationsAssociate's degree or equivalent combination of education and relevant experience.Three to five years of experience in customer service, facilities operations, administrative coordination, or office management.Strong organizational and time management skills with the ability to prioritize multiple assignments in a fast-paced environment.Excellent verbal and written communication skills.Demonstrated commitment to outstanding customer service.Experience coordinating multiple stakeholders and maintaining confidential information.Proficiency with Microsoft Office Suite and enterprise management systems (Workday and computerized maintenance management systems preferred).Ability to work independently while exercising sound judgment and initiative.Strong attention to detail and accuracy.Preferred QualificationsExperience in facilities management, higher education, property management, or building operations.Experience using computerized maintenance management systems (CMMS).Knowledge of contractor coordination, access control, or work order management.Familiarity with Workday or similar enterprise resource planning (ERP) systems.Core CompetenciesCustomer FocusCommunicationOrganization and PlanningProblem SolvingCollaborationAttention to DetailAdaptabilityTime ManagementInitiativeProfessionalismConfidentialityContinuous ImprovementThe hourly rate for this position is up to 28.81 per hour, depending on experience, for a full time schedule of 37.5 hours per week.FLSA STATUSUnited States of America (Non-Exempt)WPI is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. It seeks individuals from all backgrounds and experiences who will contribute to a culture of creativity, collaboration, inclusion, problem solving, innovation, high performance, and change making. It is committed to maintaining a campus environment free of harassment and discrimination.