Work Control Dispatcher II

ucf; Orlando (FL); On-site; USD 24,000 - 27,000; Full time

Benefits offered by this job

Shift differential pay

Job summary

University Operations at UCF is seeking a Work Control Dispatcher II to respond to customer and staff requests, including emergencies, representing the university’s operations team.

Key duties involve triaging, dispatching, and tracking work orders across campus facilities, staying compliant with SOPs, and maintaining service excellence during after-hours scenarios.

Qualifications

• High School Diploma or equivalent with 2+ years of relevant experience.
• Preferred: 3+ years in customer service within a high-volume operation or facilities management.
• Ability to manage and resolve conflicts while maintaining a positive customer experience.
• Capable of analyzing customer feedback and implementing improvements.
• Proficient in Microsoft Outlook, Word, PowerPoint and IWMS for updating work orders.

Responsibilities

• Process, prioritize, validate, and distribute incoming work requests for campus buildings via multiple channels.
• Dispatch work to appropriate teams using SOPs while balancing urgency and routine tasks.
• Notify parties to reconcile requests and clarify intradepartmental responsibilities.
• Review and assure accuracy of work orders in IWMS including priorities and supporting documents.
• Monitor alarms and after-hours messages, coordinating with staff to maintain SOP compliance and service quality.

Skills

Customer service

Interpersonal skills

Communication

Conflict resolution

Analytical thinking

Education

High School Diploma

Tools

Outlook

Word

PowerPoint

IWMS

Job description

University Operations:

University Operations at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

Visit our website or follow us on Facebook and Instagram to learn more.

The Opportunity :

Join our dynamic team at Facilities Operations Work Control Center, where you'll play a vital role in delivering exceptional customer service. As a Work Control Dispatcher II, you will respond promptly to requests from customers and staff, including emergency situations, while representing University Operations.

Responsibilities:

• Process, prioritize, validate, and distribute incoming work requests for campus buildings, including residence halls and apartments, via various communication channels.
• Use SOPs to dispatch work to appropriate teams while balancing urgency and routine demands.
• Notify the appropriate party to reconcile work requests by understanding intradepartmental responsibilities responsibilities across the organization.
• Review and ensure accuracy of work orders in the Integrated Work Management System (IWMS), including descriptions, priorities, and supporting documents.
• Receive and report after-hours messages to the appropriate university operations staff to maintain SOP compliance and high customer service standards.
• Monitor critical systems and respond to alarms, identifying outages to minimize operational impact.
• Report discrepancies with SOPs and guidelines to the Work Control Dispatcher III.
• Serve as the University Operations initial advocate during after‑hours emergencies, coordinating with essential personnel as needed.

Minimum Qualifications :

• High School Diploma or equivalent and 2+ years of relevant experience or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6) .

Preferred Qualifications :

• 3 years of experience in customer service, demonstrating strong interpersonal and communication skills.
• Experience in high-volume operation or facilities management within large, complex organizations, coupled with familiarity with relevant guidelines, regulations, and practices in a service-oriented environment.
• Proven ability to effectively manage and resolve conflicts while maintaining a positive customer experience.
• Capable of analyzing customer feedback and implementing improvements to enhance service quality.
• Experience making decisions and functioning effectively in a dynamic environment.
• Effective analytical and problem-solving ability with the capacity to apply critical thinking skills and work independently.
• Familiarity with Microsoft Outlook, Word, PowerPoint, and Integrated Work Management System, with a focus on accurate work order updates and proficiency in utilizing electronic communication tools and software for efficient service delivery.
• Excellent communication skills in conversational English for effective interaction with customers and team members, along with proficiency in using electronic equipment.
• Well versed in customer service techniques and willing to provide training or mentoring to other team members.
• Proficient in preparing reports, inspections, and documentation while maintaining confidentiality and handling sensitive matters appropriately.
• Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.
• Knowledge of safety regulations and procedures relevant to facilities operations.

Health Assessment Required:

The UCF policy requires completion and passing of a physical exam for this position.

Special Instructions to the Applicants:

The anticipated salary range for this position is $17.64 to $19.62. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

This position is eligible for a 10% Shift Differential Pay of the pay range minimum.

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H‑1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you have provided in your application for employment.

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you'll play an integral role at one of the most impactful universiti