Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is part-time and works approximately 24 hours per week.
The work schedule is Tuesday and Thursday 3:00 p.m. – 7:00 p.m. and Saturday and Sunday 7:00 a.m. – 3:30 p.m.
Department Name/Job Location:
This position is in the Operations and Facilities Management Department. This position is for the Medical School Campus.
Responsible for providing customer service in supporting facilities services including Facilities Engineering, Custodial, Parking & Transportation and issuance of badges. Provides diversified data entry in support of facilities information and programs and administrative support as needed. Responsible for assigned tasks that support the activities within the Operations & Facilities Management Department (OFMD).
PRIMARY DUTIES & RESPONSIBILITIES:
Receives, records and distributes verbal and written work orders from departments to service crews for Facilities Engineering, Custodial, as well as parking issues, prioritized based on urgency. Coordinates with other facilities units to ensure follow-up and completion of work orders assigned.
Maintains call quality by providing customers with accurate information in a timely and professional manner. Provides customer service follow-up and ensures completion and close out of escalated service issues.
Enters and maintains customer, vehicle, permit, violation and other information within applicable database and systems. Issues University parking permits and U-Passes.
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.
Responsible for cash handling, including payment intake, providing change, preparation of receipt vouchers as well as daily balancing and cash reconciliation.
Assists in compiling reports related to the call center activities. Maintains and updates daily, weekly and/or monthly progress logs.
Handles incoming mail, including sorting of mail to other units within department or within the Olin Student Residence Hall.
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.
Performs other duties as assigned and in support of the Facilities Management Department.
Equivalent of High School diploma with some related experience involving personal computers and Window software.
Maximo experience preferred.
2 to 4 years of related experience preferably within customer service or facilities call center; experience in a medical, research or educational environment preferred.
Aptitude for patience, professionalism, tactfulness and empathy.
Ability to assess the specific needs of the customer and be able to provide proper communication of escalation issues as well as conflict resolution.
Be able 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.
Customer service oriented with the ability to listen and speak clearly.
The hiring range for this position is $13.75 - $17.19 per hour.
Offers made for this position are contingent upon the successful completion of all required pre-employment screens, including a criminal background check, hair sample drug screen, and verification of required professional licenses, registrations, or certifications.
Provide responsible stewardship for the long term preservation and growth of Washington University School of Medicine’s physical assets while working to ensure a safe, welcoming and high-quality environment for students, faculty, staff and visitors in support of the School’s mission of clinical care, research and education.
Our goals are to provide:
Safe, Secure, Clean, Pleasant and Accessible Environment: Create and maintain a safe, secure, clean, friendly, accessible and aesthetically pleasing environment for our patients, students, visitors and staff and reduce risks to a minimum acceptable level through dissemination of information on systems, devices and practices.
Customer Service: Continuously improve our customer satisfaction by delivering quality service with courteous, well-qualified employees responding in a timely manner at a competitive cost.
Personnel Development: Establish and implement quality, comprehensive personnel programs to support individual employees and FMD.
Communication: Continuously improve communications with our customers to better serve their needs. In the spirit of teamwork, FMD will strive to provide an environment where information is shared openly and honestly with employees and customers.
Efficient and Financially Responsible: Achieve efficient operations through continuously improving the processes of all FMD departments and WUSM facilities in order to be financially responsible.
Planning: Develop comprehensive, creative processes of land use, capital projects, operations and financial planning in order to anticipate change and constructively support overall WUSM and WUMC missions.
Diversity: Support equal opportunity and access regardless of age, gender or ethnic origin in all we do.
This position is eligible for part-time benefits.� Please visit our website at hr.wustl.edu to view a summary of benefits.
Applicant Special Instructions:
WUSM is a forty-five (45) building clinical/research/teaching complex with emphasis on biomedical research. As such, and to ensure successful fulfillment of its mission (clinical service, research and education), the WUSM community requires a much higher level of support service delivery than usually experienced in a typical academic environment. Problems that would be mere annoyances in some facilities have the potential of destroying millions of dollars and months if not years of often irreplaceable work. The Facilities Management Department is responsible for coordinating and assuring uninterrupted delivery of the necessary utility and other support services.
The above statement is included in this position description in an attempt to provide the reader with an understanding of: 1) the responsibilities of this Office; 2) the importance to both the School and the University of the work performed; and 3) the stress and pressure placed upon employees by the emergency situations to which they must repeatedly respond. All employees of FMD are considered to be “essential.”
Internal Applicant Instruction:
This position is grade G05.
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplin...ary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.