What are the responsibilities and job description for the Facilities Customer Service Center Coordinator II position at Dartmouth College?
Position Purpose
The FCSC (Facilities Customer Service Center) Coordinator II serves an important customer service role for Facilities as the position interacts with students, staff, faculty, parents, the public, vendors, and contractors. Typically, this position is the first point of contact for inquiries related to Facilities services and the processing of service requests using our computerized maintenance management system, Planon. Acts as a liaison, for tasks which include providing information, answering questions, scheduling, and facilitating communication with the Facilities staff in the field in both emergency and non-emergency situations. Individuals in the position need to be able to work in a team environment and be genuinely interested in helping and meeting the needs of Facilities customers.
Description
Required Qualifications - Education and Yrs Exp
High School plus 1-2 year(s) of experience or equivalent combination of education and experience
Required Qualifications - Skills, Knowledge and Abilities
- One year working in an office environment; or equivalent experience.
- Customer service experience in any field.
- Familiarity with Microsoft Office (Outlook, Word, and Excel)
- Ability to handle emergency situations and react in a calm professional manner.
- Ability to work in a team atmosphere.
Preferred Qualifications
- Past Facilities experience.
- Ability to prioritize work for themself.
- Understanding of facilities processes and the type of work performed.
- Excellent communication and interpersonal skills with the ability to interact with diverse College constituencies.
- Attentive to details and interested in providing accurate, clear, and concise results.
- Demonstrates a high level of concentration while working in a fast-paced, continually changing organization. Comfortable with frequent interruptions to daily work.
Department Contact for Recruitment Inquiries
Ramon Brandariz
Department Contact Phone Number
603-646-1869
Department Contact for Cover Letter and Title
Julie Findley, CFAO Campus Services
Department Contact's Phone Number
Equal Opportunity Employer
Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.
Background Check
Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, conduct review, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.
Is driving a vehicle (e.g. Dartmouth vehicle or off road vehicle, rental car, personal car) an essential function of this job?
Not an essential function
Special Instructions to Applicants
Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy. https://policies.dartmouth.edu/policy/tobacco-free-policy
Additional Instructions
Key Accountabilities
Description
Customer Service
- Acts as a daily operational point of contact between those who request work orders, and Facilities staff who perform the work. Responds to customer inquiries and researches the status of work orders. Works closely with the FCSC IV to ensure timely communication and follow-up.
- Prepares and maintains informational lists such as heat calls, unlock reports, troubleshooter reports, and daily logs.
- Ensures a high level of customer service, serves as front-line support by responding to telephone, walk-in, and email inquiries from students, parents, employees, vendors, and others. Provides appropriate response and referral. Provides policy interpretation.
- Receives and dispatches technicians to service calls as appropriate. Keeps a daily log of all dispatched calls.
Percentage Of Time
80
Description
Access Control/Key Distribution
- Distribute keys and maintains key inventory. Grants electronic access control as directed to students, faculty, staff, vendors, and contractors.
Percentage Of Time
10
Description
Culture and Employee Belonging
We are actively striving to make Campus Services a desired place to work in the Upper Valley, a place where people feel welcomed, where they can be their authentic selves, be heard, and feel accepted. We want this culture to be felt by those who receive our services. The way we treat one another should be the same way we treat our customers.
- Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.
- Participates in division wide CEB initiatives and training, including promotion of the 7 Principles (Empathy, Fairness, Dependability, Inclusivity, Consideration, Vulnerability and Respect)
- Collaborates, when appropriate, on other CEB-related initiatives within the division and College
Percentage Of Time
10
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Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.
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Performs other duties as assigned.
