Customer Support Rep, Facilities Central

George Washington University; Washington (District of Columbia); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Healthcare benefits

Job summary

The George Washington University is seeking a Customer Support Representative for the Facilities Central team to coordinate and respond to maintenance requests from students, faculty, and staff 24/7 using AIMS and FixIt.

The role emphasizes clear communication, accurate data entry, and familiarity with CMMS tools. The position is on-site at Foggy Bottom with a 40-hour workweek, and GW offers comprehensive healthcare benefits.

Qualifications

• Must have high school diploma or GED; a Bachelor's degree or higher may be substituted by education/experience.
• Strong customer service and communication skills are essential.
• Experience with Microsoft Office (Word, Excel, PowerPoint, Access) is preferred.

Responsibilities

• Answer incoming work requests and assist customers with questions and problems.
• Guide customers to submit work requests online via FixIt for routine work.
• Review and verify details in the Customer Service Approval Queue and escalate as needed.
• Submit and delegate verified emergency work requests in the AIMS system.
• Assign requests to shop supervisors and follow up to ensure completion.

Education

High school diploma/GED

Bachelor's degree

Tools

AiM

FixIt

Job description

I. JOB OVERVIEW

Facilities is a department under the Executive Vice President and Treasurer's portfolio, manages and maintains GW's property and grounds on all three of GW's campuses. This includes housekeeping, routine and emergency maintenance, moving services, pest control, project management, life safety upkeep, HVAC repairs, grounds maintenance, and recycling/waste management. The Facilities Central Unit, part of the Service Delivery & Property Management Team, is the hub of Facilities Maintenance and Property Management. The Customer Support Representative, Facilities Central, is responsible for facilitating and responding to all maintenance service requests submitted by students, faculty, and staff 24/7. The Customer Support Representative, Facilities Central will utilize the Asset and Inventory Management System (AIMS) and FixIt systems to provide quality customer service to Trades Workers in various Trades' shops. This position reports to Manager, Facilities Central.

• Answer incoming work requests calls. Assist customers with questions, concerns and problems. Offer troubleshooting assistance and temporary resolutions to emergency calls or urgent requests.
• Direct customers to submit work requests online using the entry form through FixIt for routine work. Guide customers through the process of submitting requests for all categories of work.
• Follow specific operating procedures as identified by management to review Customer Service Approval Queue to verify details, accuracy, and thoroughness of work requests submitted by customers. Call customer to obtain more information when necessary.
• Submit and delegate verified and reviewed emergency work requests/calls in the AIMS.
• Assign requests to the supervisor-designated callout responders for the relevant shops.
• Appropriately elevate Customer Service Requests based on the status of importance.
• Perform customer satisfaction calls and initiate follow up actions if necessary.
• Administer the policies and processes of checking in and checking out keys for all needs including staff use, contractor use and student use. Confirm contractors are on an approved list of companies that have completed the background clearance requirements prior to checking out keys. Ensure that all persons checking out keys are aware of and understand the procedures in place.

Perform other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

Minimum Qualifications

Qualified candidates will hold a high school diploma/GED, or, a Bachelor's degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Preferred Qualifications

• Prior experience working in AiM or an equivalent relational CMMS (computer maintenance management system) database.
• Prior customer service experience in one of the following: Higher education facility, hospitality industry, housing facility, residential and commercial dispatch center, or equivalent.
• Demonstrated proficiency and expertise using technology & possess strong organizational skills.
• Strong communication skills (verbal and written).
• Excellent time management proficiency.
• Microsoft office expertise (Word, Excel, PowerPoint, Access).
• Self-motivated and mature, demonstrating a sincere interest in working with students and internal staff.
• Ability to perform accurate data entry of 35-40 wpm.

PERSONAL CHARACTERISTICS

• Commitment to GW's values;
• Intellectual, professional and a person of integrity;
• Honest, with the highest ethical standards;
• Passionate, collaborative, strategic, and smart with a hands-on, roll-up-the-sleeves orientation;
• Ability to work independently. Self-starter; hard worker. Takes initiative; very high energy;
• Personally accountable. Assumes ownership, control and accountability for all areas of responsibility and commitments made to others;
• Sincere, open, and direct communicator. Puts organizational interests above self-interests and is comfortable expressing candid opinions;
• Highest levels of responsiveness;
• Combination of strong intellect that is combined with a practical and realistic common sense understanding of how to get things done;
• Ability to demonstrate initiative, a strong desire to succeed and exert the extraordinary effort often required;
• Ability to work in a fast-paced, high growth, entrepreneurial environment;
• Ability to work with faculty and staff in a respectful way;
• Establish trust and credibility with institutional leadership and across the University;
• Seeks "win-win" solutions to help foster continued integration and collaboration;
• Flexible and receptive to change; and
• A positive "can-do" attitude

Hiring Range

$20.42 - $26.47

GW Staff Approach to Pay

How is pay for new employees determined at GW?

Healthcare Benefits

GW offers a comprehensive benefit package that includes medical, dental, vision, life & disability insurance, time off & leave, retirement savings, tuition, well-being and various voluntary benefits. For program details and eligibility, please visit https://hr.gwu.edu/benefits-programs.

II. JOB DETAILS

• Campus Location: Foggy Bottom, Washington, D.C.
• College/School/Department: Division of Safety and Operation
• Family: Safety and Facilities
• Sub-Family: Customer Service
• Stream: Service and Support
• Level: Level 1
• Full-Time/Part-Time: Full-Time
• Hours Per Week: 40
• Work Schedule: Tuesday-Saturday 10:30pm-7:30am
• Will this job require the employee to work on site?: Yes
• Employee Onsite Status: On-campus (in person)
• Telework: No
• Required Background Check: Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search
• Special Instructions to Applicants: Employer will not sponsor for employment Visa status
• Internal Applicants Only? No
• Posting Number: S014425
• Job Open Date: 08/25/2026
• Background Screening: Successful Completion of a Background Screening will be required as a condition of hire.

The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.