Customer Service Representative I - OFMD

Scheduled Hours

40

Position Summary

The Washington University School of Medicine Operations & Facilities Management Department provides a range of services for the medical campus in a customer-focused, efficient, and sustainable manner. Operations & Facilities Management maintains 61 university buildings and provides operational, planning, and construction services to over 8.3 million gross square feet of space. We will open three new facilities between 2023 and 2025 with over 1.5M BGSF. In addition, the School of Medicine continues expanding its reach on and off campus in teaching, clinical care, and research. Our team plays a vital and important role in delivering care, research, and services.

Responsible for providing customer service in supporting Medical School customers, Facilities Engineering, Custodial, Parking & Transportation, Auxiliary Services, and Access Control. Responsible for assigned tasks that support the activities within the Operations & Facilities Management Department (OFMD). This is an on-site position.

Job Description

Primary Duties & Responsibilities

• Receives, records and distributes verbal and written work orders from departments to service crews for Facilities Engineering, Custodial and parking issues, prioritized based on urgency. Coordinates with other facilities units to ensure follow-up and completion of work orders assigned. Responsible for distribution of planned, limited and emergency outages.
• Provides customer service to walk-up customers as well as by phone and online work order submittal. May provide support to students and guests as it relates to front desk activities within Olin Residence Hall.
• Maintains call quality by providing customers with accurate information in a timely and professional manner. Provides tier one customer service follow-up and ensures completion and close out of escalated service issues.
• Issues University parking permits and U-Passes.
• Distributes University issued badges for Access Control.
• Responsible for cash handling, including payment intake, providing change, preparation of receipt vouchers, daily balancing and cash reconciliation.
• Provides data entry within multiple databases and systems supporting the Facilities Management department. This may include work order supplies, updating of equipment/inventory as well as customer and account charges.
• Maintains a strong working knowledge of software, computer and telephone systems as well as facilities terminology in assigning and/or dispatching work.
• Handles incoming mail, including sorting of mail to other units within department or within the Mid Campus Center.
• Performs other duties as assigned.

Preferred Qualifications

• Bachelor’s Degree in field related to activities in facilities management.
• The candidate must possess an aptitude for patience, professionalism, tactfulness and empathy.
• The ability to assess the specific needs of the customer and be able to provide proper communication of escalation issues as well as conflict resolution.
• Ability to anticipate issues, think proactively and use critical thinking in eliciting and interacting with others.
• Knowledgeable of computer, phone lines, hand held radios, computer software, work management systems, parking and ticketing systems and multi-phone line systems.
• Must be customer service oriented with the ability to listen and speak clearly.

Required Qualifications

High school diploma or equivalent high school certification; one year of work experience, preferably in a customer service based industry.

Grade

G05-H

Salary Range

$15.76 - $22.55 / Hourly

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.

Applicant Instructions

When you are ready to apply, creating an account only takes a minute. Your account creates a candidate home page which we will use to communicate with you and allows you to apply for jobs and view your application statuses. The first page of the application offers two “Quick Apply” options. Quick Apply allows you to either use a previous application or create a new application using a resume to populate the work experience and education sections of your job application. If using a resume to populate your application, check to ensure the application fields populated accurately. You may skip the “Quick Apply” page by clicking “Next” at the bottom of the page. Documents may be uploaded in the My Experience section of the application. You also have the option to apply with a LinkedIn feature, which allows you to apply by using your LinkedIn profile to populate some of the job application fields.