Facilities Customer Service & Work Order Coordinator

Careers at Drexel; Philadelphia (Philadelphia County); On-site; USD 54,630 - 81,940; Full time

Job summary

Careers at Drexel is seeking a Facilities Customer Service & Work Order Coordinator in Philadelphia. This role serves as a critical connector between customer requests and operational execution, ensuring service requests are prioritized and tracked effectively.

The ideal candidate will have a Bachelor’s Degree, 3 years of relevant experience, and strong communication skills to enhance engagement and customer experience.

Benefits include competitive compensation of $54,630 to $81,940 per year based on qualifications and experience.

Qualifications

• Minimum of 3 years of relevant experience required.
• Experience in higher education or large institutional facilities is preferred.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as the primary point of contact for all facilities-related service requests.
• Monitor work order progress and address delays.
• Assist in developing departmental notifications.

Skills

Organizational skills

Verbal communication

Written communication

Data analysis

Familiarity with facilities operations

Education

Bachelor’s Degree or equivalent experience

Tools

Microsoft 365 applications

Computer‑Aided Facility Management system (webTMA)

Job description

Job Summary

The Facilities Customer Service & Work Order Coordinator serves as a critical link between customer requests and operational execution across the university’s multi‑campus facilities portfolio. This role ensures that service requests (work orders) are accurately captured, prioritized, communicated, and tracked through completion—driving accountability, transparency, and high‑quality service delivery across departments including physical plant, grounds, transportation, maintenance, custodial, and HVAC.

In addition, this position supports departmental communications and outreach efforts, helping to proactively inform the university community of service impacts, initiatives, and performance—enhancing overall engagement and customer experience.

Essential Functions

• Serve as the primary point of contact for all facilities-related service requests across multiple campuses.
• Respond to inquiries via phone, email, and work order systems in a timely and professional manner.
• Translate customer needs into clear, actionable work orders with appropriate detail and categorization.
• Provide status updates and follow‑up communication to ensure customer satisfaction.
• Create, review, and route work orders to appropriate departments (maintenance, HVAC, custodial, etc.).
• Ensure proper prioritization based on urgency, safety, and operational impact.
• Monitor work order progress and proactively address delays or issues.
• Close out work orders with accurate documentation and customer confirmation.
• Bridge communication between customers and field teams to ensure expectations are aligned.
• Track key performance indicators such as response time, completion time, and customer satisfaction.
• Identify trends, recurring issues, and service gaps; elevate as needed.
• Support continuous improvement initiatives to enhance service delivery.
• Assist in developing and distributing departmental notifications such as service disruptions, planned outages, weather impacts.
• Support creation of newsletters and periodic updates highlighting projects, performance metrics, and service improvements.
• Coordinate outreach efforts to improve awareness of facilities services, processes, and expectations.
• Partner with leadership to ensure consistent, clear, and timely messaging across campuses.
• Maintain communication templates and distribution lists to support efficient outreach.
• Maintain accurate records within the university’s Computer‑Aided Facility Management system (currently webTMA).
• Ensure data integrity, including proper coding, asset tagging, and labor/material tracking.
• Generate reports and dashboards to support operational decision‑making.
• Other duties as assigned.

Required Qualifications

• Minimum of a Bachelor’s Degree or the equivalent combination of education and work experience.
• Minimum of 3 years of relevant experience.

Preferred Qualifications

• Strong organizational, written, and verbal communication skills.
• Experience working with Microsoft 365 applications and Copilot.
• Ability to manage multiple priorities in a fast‑paced, multi‑campus environment.
• Experience in higher education or large institutional facilities.
• Familiarity with facilities operations such as maintenance, HVAC, custodial, etc.
• Experience with internal communications, newsletters, or stakeholder engagement.
• Data analysis and reporting experience.
• Knowledge of service level agreements and performance metrics.

Physical Demands

• Typically sitting at a desk/table.
• Typically standing, walking.

Location

• University City – Philadelphia, PA

Additional Information

Exempt, grade K. Compensation for this grade ranges from $54,630.00 to $81,940.00 per year. Compensation varies based on qualifications, experience, department budget, and an internal equity review.

Benefits brochure available for review.