What are the responsibilities and job description for the Facilities Customer Service Representative position at North Carolina A&T State University?
Classification Information
Position/Classification Title
Administrative Support Assoc
Classification Type
SHRA
Position required to work during periods of adverse weather or other emergencies:
N - Not Mandatory
Minimum Experience/Education
High School Diploma or equivalency; or demonstrated possession of the competencies necessary to perform the work.
Preferred Years Experience, Skills, Training, Education
Associates or Bachelor’s Degree and/or a minimum of at least one (1) year progressively responsible administrative/office/clerical experience in the University setting.
- Proficiency with office equipment and computerized maintenance management software (CMMS)
- Experience with planning , estimating and scheduling.
Required License or Certification
None
Position Overview
Primary Purpose of Position
The Facilities Customer Service Representative schedules the work activities of Skilled Trades Department (Carpenters, Electricians, Locksmiths, HVAC and Plumbers), Residence Life, Heating Plant, Housekeeping, Garage, and Grounds.
Primary Function of Organizational Unit
Facilities Operations is responsible for providing services relative to buildings and grounds maintenance,utilities,transportation, trash removal, central receiving, recycling, and moving and hauling. In addition, the Facilities has expanding responsibilities that include providing support services for the instruction and research programs to achieve the University’s mission, goals and objectives. Facilities maintains, improves and expands all campus buildings, campus image and educational opportunities for all people. More specifically, the functions involve energy conservation, building renovation/repair, occupational safety and health, event planning, motor pool and equipment maintenance/repair, motor fleet and housekeeping services to 55 academic buildings and grounds, 10 residence halls, 12 farm buildings and six auxiliary facilities.
Work Hours
8am-5pm Monday - Friday
Is this position eligible for a remote or hybrid work arrangement, consistent with university and state policies.
Key Responsibilities and Related Competencies
Required Competency
Knowledge - Program
Duties
SUPPORT FOR MAINSAVER
- Issue garage work orders, edit and enter into the work order system and log the information into the garage work order notebook (date, work order #, vehicle #, requests and description of work). Place original in garage work order box.
- Close out and complete work orders for Garage and Central Receiving in Mainsaver by entering manhours, purchase request numbers, cost and budget coding to allow for system query of historical data.
Required Competency
Information/Records Administration
Duties
Generate and type monthly Skill Trades reports that include:
– # emergency and regular work orders
– # work orders completed by each craft
– total # work orders completed
– # work orders backlogged by each craft
– total # work orders backlogged
– # work orders received by each craft
– questions such as — arrived on timely basis, quality of work, work requests completed, clean up debris, rating scale, work satisfactory
– elevator log
– work orders completed form
Maintains files for the garage, preventive maintenance, corrective work orders, and completed work orders. Maintains files in alphabetical order according to building and farm facilities (and then numerical position) with the most recent number appearing first; as well as a separate Preventive Maintenance file.
– # emergency and regular work orders
– # work orders completed by each craft
– total # work orders completed
– # work orders backlogged by each craft
– total # work orders backlogged
– # work orders received by each craft
– questions such as — arrived on timely basis, quality of work, work requests completed, clean up debris, rating scale, work satisfactory
– elevator log
– work orders completed form
Maintains files for the garage, preventive maintenance, corrective work orders, and completed work orders. Maintains files in alphabetical order according to building and farm facilities (and then numerical position) with the most recent number appearing first; as well as a separate Preventive Maintenance file.
Required Competency
Verbal Communication
Duties
Uses sound judgement in determining whether situations require emergency or non-emergency attention and dispatches appropriate craft.
- Notifies departments as to work order start and completion dates.
- Reports all known problems to the appropriate craft to include base unit and all individual units.
- Operate Facilities two-way radio system to maintain communications with all shops.
Required Competency
Office/Telecommunications Technology
Duties
Serves as the initial Facilities contact for problems with contracted office printers and leased Xerox printer and fax machines; places service calls and provides assistance to help resolve the issue.
Uses Mainsaver using the LINK computer terminal for data entry and to generate work requests, backlog reports, and summary reports via Mainsaver Program.
- Uses ICOM two-way radio dispatch/base station Constant communication with craftsmen and supervisors; via telephone and two-way radio with University personnel and Facilities personnel regarding emergency and non-emergency situations.
Uses Mainsaver using the LINK computer terminal for data entry and to generate work requests, backlog reports, and summary reports via Mainsaver Program.
- Maintains log of all radio transmissions from individual units to base.
Required Competency
Work Coordination/Planning
Duties
DISPATCH DUTIES
SCHEDULING DUTIES
- Receive calls for emergency services via telephone and determine if situation warrants dispatching of the appropriate craft. Log calls and generate emergency work orders via data entry system. Dispatch module and dispense to correct crafts box.
- Report all known problems to the appropriate craft by two-way radio system to include base unit and all individual units.
- Maintain radio log of all radio transmissions from individual units to base.
SCHEDULING DUTIES
- Notify departments as to the start and completion dates when requested in order for arrangements to be made within offices, classrooms, labs, etc. to evacuate premises, if necessary, while work is being done.
- Monitor and coordinate services from inception to closing. Communications have to be maintained with departments, coordinators, and purchasing to alleviate or solve any problems that may occur throughout the planning, implementation and closing of the job.
- Do random follow-up surveys by mail on completed service requests. Surveys must encompass at least 30% of all services completed by skilled trades.
- Generate monthly reports to include the number of: (a) emergency work orders; (b)regular work orders; © work orders completed by each craft; (d) total work orders completed; (e) work orders backlogged by each craft; and (f) total number of works order backlogged.
- Generate and review service request backlog via computer by craft, building or other criteria as requested by the Assistant Facilities’ Operations Director.
Position Information
Working Title
Facilities Customer Service Representative
Competency Level
Journey
Position Number
004087
Recruitment Range
$33,056 - $38,500
FLSA
Non-Exempt
Appointment Type
Permanent - Full-time
FTE
40 hours/week, 12 months
If Time Limited, Appointment Length
Organizational Division
Asst VC Bus & Fin/Facilities
Organizational Location
VC for Business & Finance
Organizational Unit
Materials and Property Management
Posting Detail Information
Posting Number
SHRA2909
Open Date
04/22/2025
Close Date
05/04/2025
Special Instructions to Applicant
You must complete and submit an electronic application for employment to be considered. Resumes will not be accepted in lieu of completing an electronic application. Applicants seeking Veteran’s Preference must attach a DD 214 form. Certificate of Release or Discharge from Active Duty with your application during the process of applying to the job posting. Final candidates are subject to criminal and sex offender background checks. North Carolina A&T State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. North Carolina A&T State University is an Equal Opportunity and Affirmative Action Employer. No one who applies or seeks employment will be denied admission to or employment at North Carolina A&T State University on the basis of race, religion, color, national origin, sex, age, disabling condition, veteran status, political affiliation, genetic information or sexual orientation and sexual identity.
Employee Benefits available to NC A & T permanent employees include the following and more:
Employee Benefits available to NC A & T permanent employees include the following and more:
- Accrued Vacation and Sick Leave for Eligible Employees
- Community Service Leave
- Aetna – State Health Benefits of North Carolina
- NCFlex – Vision, Dental, Flexible Spending Account, Life Insurance and more
- 12 Paid Holidays
- Teachers and State Employees Retirement System (TSERS)
- Optional Supplemental Plans – 401k, 403b, 457b and 457
- Employee Assistance Program (EAP)
- Campus Recreation Center Discount
- University Bookstore Discount
This position may be eligible for a remote or hybrid work arrangement, consistent with university and state policies. N.C. A&T employees are generally required to reside in North Carolina, within a 2-hour commuting distance of their assigned duty station.
Quick Link
https://jobs.ncat.edu/postings/37171
Salary : $33,056 - $38,500
