Primary Role

Responsible for the Service Response Center, including customer service relations, processing and scheduling service requests, quality control management and service performance measurement.

Typical Duties and Responsibilities

  • Serves as primary contact for customer service issues pertaining to service requests.
  • Processes, tracks, updates and accounts for individual service requests, as well as planned maintenance and project work orders.
  • Determines and schedules daily service, planned maintenance, and project work orders.
  • Responsible for closing completed work orders and preparing staff folders for the following day.
  • Meets with supervisors to review backlog, priorities, staff productivity, and overtime needs.
  • Maintains and updates data/records within Maintenance Connection.
  • Creates, maintains and updates planned maintenance schedules within Maintenance Connection.
  • Responsible for quality control and service performance measurement.
  • Performs related duties as assigned.

Supervision Required/Given

Receives general direction and overall guidance while working independently. Must work collaboratively and cooperatively with diverse individuals and customers. May supervise bargaining unit employees.

Position Qualifications

  • Knowledge and capabilities normally acquired through a high school diploma or equivalent, college degree preferred.
  • Intermediate computer and data entry skills with experience in Microsoft Office software.
  • Organizational ability with attention to detail and accuracy.
  • Demonstrated positive communication and customer service skills. Ability to work independently in a changing environment.