Under limited supervision, this senior customer service representative receives, responds, dispatches & enters maintenance requests received via telephone, email, or fax into computerized work order program. Promptly directs emergency work orders appropriately utilizing various forms of communication equipment. Performs administrative support duties for assigned shops & completes work orders by ensuring all billing & maintenance information is entered into computerized work order program. Serves as customer satisfaction & quality control technician. Surveys recent work order requesters to determine customer satisfaction level & compiles reports. Informs maintenance control manager immediately when customer expresses concern over work quality or technician professionalism.

A high school diploma and increasingly responsible administrative experience. A bachelor’s degree may be substituted for the related work experience. Candidates with an equivalent combination of experience and/or education are encouraged to apply.

Must be proficient in Microsoft Word, Excel, PowerPoint, & Outlook. Must have the ability to exercise patience, diplomacy, tact & have a helpful attitude. Must be able to collect & assemble information in a clear, concise manner & accurately communicate this information to others. Ability to manage a heavy workload with multiple deadlines & competing priorities is required. Must be detail oriented and possess strong organizational & interpersonal skills. Must be able to communicate effectively both orally and in writing.

Must be able to work the hours of 7:00 a.m. to 3:30 p.m. or 9:00 a.m. to 5:30 p.m. Monday through Friday. Must be reliable in attendance. May be required to be on campus prior to & immediately following all emergencies such as hurricanes, floods, etc.

Please complete the application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.

*Salary is commensurate with education/experience which exceeds the minimum requirements.

Offers of employment are contingent upon a successful background check.

All applications must be submitted online https://jobs.cofc.edu.

The College of Charleston is an equal opportunity employer and does not discriminate against any individual or group on the basis of sex, gender (including gender identity and/or expression), pregnancy, race, religion, color, national origin, age, disability, military or veteran status, sexual orientation, genetic information, and other classifications protected by applicable federal, state, and local laws. For more information, please visit eop.cofc.edu.

1. Receives, responds, dispatches & enters maintenance requests received via telephone, email, or fax into computerized work order program. Confirms all pertinent information is accurately entered into work order program such as, details of maintenance request, location, accounting data, etc. to ensure work order can be completed as requested. Retrieves & reviews maintenance requests electronically received by work order program & takes action, if necessary, to clarify work order.

Routes work order to appropriate shop for action. Reviews accuracy of maintenance work order paperwork for cost of materials from vendors or shop stock, as well as, labor hours & reconciles errors/discrepancies. Enters billing information & other closing data into work order program & changes the work order status to “completed” as appropriate. Promptly directs emergency work orders appropriately utilizing various forms of communication equipment. Performs administrative support duties for assigned shops & completes work orders by ensuring all billing & maintenance information is entered into work order program.

2. Serves as student resident, parent, faculty, & staff liaison to appropriately and professionally respond to maintenance issues in residence halls and College facilities. Communicates daily with customers exercising the utmost patience, diplomacy, tact and professionalism to resolve maintenance, custodial, and construction project issues. Ensures proper processing of electronic work requests. Investigates/resolves complaints. Refers escalated MCC issues to Maintenance Control Manager for appropriate direction.

3. Serves as customer satisfaction & quality control technician. Responsible for contacting 70% of requesters that have recently had maintenance work completed. Conducts a telephone survey with each requester to determine their level of satisfaction with the repairs or services that Physical Plant provided. Compiles the survey data collected & provides bi-weekly reports to the Maintenance Control Center Manager & monthly summary reports to the Director & Deputy Director. Immediately informs Maintenance Control Center Manager if customer expresses concern over work quality or technician professionalism. Schedules meetings with dissatisfied requesters within 72 hours to ensure complaint resolution.

4. Provides administrative support in Maintenance Control Center. Performs a variety of administrative tasks (typing memos, letters & correspondence, answering the telephone, filing, copying, scanning, faxing, & running errands). Utilizes work order system and Excel to compile data into a variety of spreadsheets and reports for Maintenance Control Manager, shop supervisors & shop employees. Copies & collates materials as necessary. Sorts & distributes mail, packages, messages, & faxes ensuring they are routed correctly. Maintains inventory of communication equipment and office supplies for entire department. Follows up with shop supervisors to determine status of outstanding work orders. Responsible for accuracy of data entered into the computer system.