Facilities Customer Service Coordinator

NU USA Northeastern University; Boston (MA); On-site; USD 2,861,000 - 3,934,000; Full time

Job summary

Northeastern University in Boston seeks a Facilities Customer Service Coordinator to provide around-the-clock support within the Facilities Division. You will greet visitors, route calls, process work requests, and dispatch personnel, ensuring emergencies are handled promptly.

The role requires a high school diploma or GED with 2 years of customer service experience, strong computer skills, and the ability to use the CMMS for work orders.

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.

Responsibilities

• 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.

Skills

Customer service

Call center

Communication

Data entry

CMMS

Team player

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.

About Northeastern University

Founded in 1898, Northeastern is a global research university and the recognized leader in experiential lifelong learning. Our approach of integrating real-world experience with education, research, and innovation empowers our students, faculty, alumni, and partners to create worldwide impact. Our global university system provides our community and academic, government, and industry partners with unique opportunities to think locally and act globally. The system- includes 14 campuses across the U.S., U.K., and Canada, 300,000-plus alumni, and 3,000 partners worldwide- serves as a platform for scaling ideas, talent, and solutions. The university's residential campuses for undergraduate and graduate degrees are located in Boston, London, and Oakland, California. Our research and graduate campuses are in the Massachusetts communities of Burlington and Nahant; Arlington, Virginia; Charlotte, North Carolina; Miami; Portland, Maine; Seattle; Silicon Valley, California; Toronto; and Vancouver. Northeastern's personalized, experiential undergraduate and graduate programs lead to degrees through the doctorate in 10 colleges and schools across our campuses. Learning emphasizes the intersection of data, technology, and human literacies, uniquely preparing graduates for careers of the future and lives of fulfillment and accomplishment. Our research enterprise, with an R1 Carnegie classification, is solutions oriented and spans the world. Our faculty scholars and students work in teams that cross not just disciplines, but also sectors- aligned around solving today's highly interconnected global challenges and focused on transformative impact for humankind.