CURRENT OPPORTUNITIES

• Job Type: Support Staff - Union
• Bargaining Unit: Local 2110
• Regular/Temporary: Regular
• Hours Per Week: 35
• Standard Work Schedule: Variety of Shifts in a 24-hour/7-day schedule, covering as needed for vacation, sick leave and other absences
• Salary Range: $55,805 - $71,737

Position Summary

The Facilities Service Center Coordinator is the first and primary contact assisting both external and internal clients to obtain excellent services from Columbia University Facilities & Operations. The Facilities Service Center Coordinator provides cross-functional services related to the areas of the Call Center and the Work  Management group on all communications, queries, referrals,  reports, requests for assistance, and services received from various sources including telephone, email, facsimile, mail, walk-in, employee referrals and the like.

Responsibilities

• The Facilities Service Center Coordinator's responsibilities include directing inquiries, inputting and prioritizing requests for maintenance services, and entering all operations requests into the computer work order tracking system in a timely manner with care and strict accuracy.
• Dispatches daily service calls to designated CUF employees, monitors progress to ensure timely completion, and solicits meaningful feedback, following up with supervisors and managers as necessary.
• Prepares reports categorizing number, nature, and status of daily requests and maintains complete and accurate logs of shift activities. 
• Monitors/responds as required to fire systems shutdowns, alarm signals, and the like.
• He/she assists clients following up on service requests and billing queries by researching and informing them of current status, as necessary consulting with responsible managers to solicit updates and feedback, resolving service lapses, and getting back to clients with accurate information.
• Advocates for clients as urgency and priority suggests, escalating internally as required to expedite resolution of service issues.
• Follows up with clients to verify satisfaction with services provided.
• Acts as contact point for check-in and check-out procedures for all inside and outside service providers as called upon.
• The Facilities Service Center Coordinator provides administrative support to the Facilities Service Center and work management groups as needed in the preparation of correspondence, expense forms, requisitions, preventive maintenance schedules, contract documents, personnel data, check requests, purchase orders, and other paperwork or data entry, as well as xeroxing, faxing,  sorting and distribution of various documents, setting up and maintaining department files.
• The Facilities Service Coordinator is required to work various shifts in a 24-hour/7-day schedule, covering as needed for vacation and sick leave and other absences including mandatory overtime in case of emergency, gaps in coverage, or failure of next shift relief to appear.
• Performs other duties as assigned.

Minimum Qualifications

• High School Diploma and/or the equivalent required.
• A minimum of three years related experience is required.
• Excellent interpersonal, written, and verbal communication skills required.
• Excellent organizational, analytical, and problem-solving skills are a must.
• Excellent customer service focus and experience required.
• Must satisfactorily complete training and certification programs offered.
• Must act in a professional and courteous  manner, communicating effectively with a wide variety of callers including students, faculty, administrators at all levels,  management and service personnel from all CUF departments,  and the general public.
• Must work with minimum supervision, be engaged, active, personable, and capable of exercising initiative with good judgment in hectic, urgent circumstances while observing department procedures. 

Preferred Qualifications

• Experience with computer systems and software programs including MS Word and Excel preferred.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.