Facilities Service & Coordination Specialist

Worcester Polytechnic Institute; Worcester (MA); On-site; USD 32,743 - 46,634; Full time

Job summary

Worcester Polytechnic Institute (WPI) is seeking a Customer Service Coordinator in Worcester to act as the primary liaison for Facilities Operations. The role coordinates maintenance, manages contractor access, and maintains records while delivering exceptional customer service to faculty, staff, students, and external partners.

The Coordinator collaborates with Facilities leadership and campus departments to ensure timely communication, efficient work coordination, and effective resolution of

Qualifications

• Associate's degree or equivalent combination of education and relevant experience.
• Three to five years of experience in customer service, facilities operations, administrative coordination, or office management.
• Strong organizational and time management skills with the ability to prioritize multiple assignments in a fast-paced environment.
• Excellent verbal and written communication skills.
• Demonstrated commitment to outstanding customer service.
• Experience coordinating multiple stakeholders and maintaining confidential information.
• Proficiency with Microsoft Office Suite and enterprise management systems (Workday and CMMS preferred).
• Ability to work independently while exercising sound judgment and initiative.
• Strong attention to detail and accuracy.

Responsibilities

• Serve as the primary point of contact for Facilities-related inquiries from the campus community.
• Receive, process, prioritize, and monitor service requests and work orders using the Facilities work management system.
• Coordinate maintenance and repair activities with Facilities trades staff, contractors, vendors, and requesting departments.
• Track work order progress, labor, materials, contractor costs, and completion status.
• Respond to and monitor the Facilities departmental email account, ensuring timely responses to customer inquiries.
• Provide training and guidance to campus community members and Facilities staff on submitting and managing work requests.
• Notify Facilities leadership of emergency situations and coordinate appropriate response efforts.
• Coordinate contractor access by coordinating keys, card access credentials, and permits.

Skills

Communication skills

Organizational skills

Time management

Customer service

Attention to detail

Independent work

Education

Associate's degree or equivalent combination of education and relevant experience

Tools

Microsoft Office

Workday

CMMS

Job description

Worcester Polytechnic Institute (WPI) is seeking a Customer Service Coordinator in Worcester to act as the primary liaison for Facilities Operations. The role coordinates maintenance, manages contractor access, and maintains records while delivering exceptional customer service to faculty, staff, students, and external partners.

The Coordinator collaborates with Facilities leadership and campus departments to ensure timely communication, efficient work coordination, and effective resolution of