Facilities Customer Service Coordinator

Northeastern University; Boston (MA); On-site; USD 29,000 - 39,000; Full time

Job summary

Northeastern University in Boston, MA seeks a Facilities Customer Service Coordinator to be the first point of contact for the Facilities Division. The 24/7 Facilities Center handles roughly 50,000 work requests annually and coordinates dispatch of personnel and resources.

The role requires strong customer service, clear communication, and the ability to follow procedures in a fast-paced environment. Regular shifts include evenings, with mandatory overtime as needed.

Qualifications

• High School diploma or GED and two years of customer service experience.
• Ability to interact and communicate with people at different levels with a focus on customer needs.
• Ability to follow procedures and verbal directions.
• Basic computer skills and willingness to learn new software.
• Proficient typing and data entry skills.

Responsibilities

• Greet visitors and assist based on procedures.
• Field and route incoming calls appropriately.
• Accept, record, distribute and process work requests.
• Operate two-way radio, dispatch and paging systems.
• Administer sign-out/return of keys and keycards.
• Encode keycards and print Huskycard IDs.
• Monitor energy management systems and alarms.

Skills

Customer service

Communication

Data entry

Teamwork

Independent work

Education

High School diploma or GED

Tools

CMMS

Job description

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 duties and responsibilities listed below may occur. Outside of these hours, only some of these duties are typically performed, and less frequently.

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 effectively interact and clearly communicate with people at a variety of different levels with a focus on customer needs.
• 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.

Other Requirements

This position is 40 hours per week and requires a background check.

Mandatory overtime and off-shift coverage. Must remain on duty until relief personnel arrives.

Schedule is Tuesday through Saturday, 2:30PM until 11PM and includes an alternative holiday schedule.

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.

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.

Compensation Grade/Pay Type

105H

Expected Hiring Range

$20.77 - $28.56

With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.