Customer Service Representative I - Enterprise Physical Operations

CP00001 Washington University in St Louis; United States; On-site; USD 23,000 - 34,000; Full time

Benefits offered by this job

Vacation and sick time

Health insurance

Metro U-Pass transit benefit

403(b) retirement plan

Caregiver leave

Tuition assistance for family

Job summary

Washington University in St. Louis is seeking a Customer Service Representative I to support Danforth campus customers and staff. You will collaborate with Facilities Engineering, Utilities, and Planning, handling work orders and directing customers to appointments on campus.

The role emphasizes accurate information delivery, timely responses, and escalation handling, with a 40-hour schedule and a starting hourly rate in the listed range. This position may span multiple locations and shifts.

Qualifications

• Education: High school diploma or equivalent.
• Work Experience: 1 year relevant experience.
• Certifications/Licenses: No specific certification/licensure required.

Responsibilities

• Provide customer service to campus customers and staff.
• Direct customers to appointments and communicate facilities needs via phone, work order, or other channels.
• Maintain call quality with accurate information in a timely, professional manner.
• Provide tier-one customer service follow-up and ensure closure of escalated service issues.
• Receive, record, and distribute work orders from departments to service crews via CMMS or direct conversation.
• Coordinate with facility units to ensure follow-up on work orders.
• Maintain knowledge of software, computer, and telephone systems and facilities terminology for submitting work orders.
• Perform other duties as assigned.

Skills

Accountability

Communication

Customer Care

Customer Follow-Ups

Customer Management

Customer Service

Relationship Building

Team Communication

Education

High school diploma or equivalent

Tools

CMMS

Job description

Position Summary

Location ST. LOUIS, MO 63130

Scheduled Hours: 40

The Customer Service Representative I role is responsible for providing customer service to our campus buildings and environments. This role primarily supports Danforth campus customers and staff by collaborating with Facilities Engineering, Utilities, Capital Projects and Planning, and Access Control. This position is responsible for assigned tasks that support the needs and activities of the Enterprise Physical Operations team. This posting may be utilized to fill openings across various locations and shift schedules.

Primary Duties & Responsibilities

• Provides customer service to all customers and staff.
• Monitors and directs campus customers to their appointments, communicates facilities needs for staff through phone, work order, or other appropriate channels.
• Maintains call quality by providing customers with accurate information in a timely and professional manner.
• Provides tier-one customer service follow-up and ensures completion and closure of escalated service issues.
• Receives, records, and distributes verbal and written work orders from departments to service crews through CMMS and/or direct conversation, based on urgency.
• Coordinates with facility units in their clinical building to ensure follow-up and completion of work orders assigned.
• Maintains a strong working knowledge of software, computer, and telephone systems, as well as facilities terminology for submitting work orders.
• Performs other duties as assigned.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

• Education: High school diploma or equivalent high school certification or combination of education and/or experience.
• Certifications/Professional Licenses: No specific certification/professional license is required for this position.
• Work Experience: Relevant Experience (1 Year).
• Skills: Not Applicable.
• Driver's License: A driver's license is not required for this position.

Preferred Qualifications

• Education: No additional education unless stated elsewhere in the job posting.
• Certifications/Professional Licenses: No additional certification/professional licenses unless stated elsewhere in the job posting.
• Work Experience: No additional work experience unless stated elsewhere in the job posting.
• Skills: Accountability, Communication, Computerized Maintenance Management Systems (CMMS), Customer Care, Customer Follow-Ups, Customer Management, Customer Service, Relationship Building, Team Communication.

Grade G05-H Salary Range

$17.03 - $24.61 / Hourly

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal: Up to 22 days of vacation, 10 recognized holidays, and sick time.

Competitive health insurance packages with priority appointments and lower copays/coinsurance.

Take advantage of our free Metro transit U-Pass for eligible employees.

WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family: We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered. WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity or shared ancestry, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information. As a federal contractor, the university maintains affirmative action programs to implement its equal employment opportunity policy for individuals with disabilities and protected veterans, in accordance with Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 (VEVRAA), as amended.

Company Culture

Washington University in St. Louis’ collective success is significantly attributed to the passion and outstanding efforts of our community. Our staff, faculty and trainees are committed to excellence and dedicated to carrying out our missions of research, teaching and patient care. WashU prides itself on being a place where people matter, and serious work is done. Our people work together in an inclusive community that celebrates diverse perspectives, collaboration and innovation. We are a community of individuals inspired to work together to develop big ideas and tackle challenging problems. We value the well‑being of our people. WashU strives to create a positive employee experience where staff, faculty and trainees thrive, both personally and professionally. Our employees find meaning, connection and vitality in their work and life with a healthy work‑life balance and support to learn, grow and make an impact at WashU, the community and the world.