The Service Response Coordinator is a customer service position that will monitor and respond to all communication directed at the center (phone calls, emails, submitted work orders, walk-ups, etec.), providing pertinent and accurate information to all appropriate parties in a timely fashion, collaborating with customers, Facilities Management and other campus stakeholders depending on circumstances to achieve desired results. Upon receiving communications the Coordinator will generate work orders, establish criticality, content, detail, completeness, accuracy, preliminary impact and funding source, will communicate all relevant facts with supporting documentation to ensure a complete satisfaction to a work order; and will diagnose and resolve customer inquiries, concerns, and complaints through research and resolution methods. The Coordinator will monitor building system alarms and respond appropriately according to established protocols.
This is a third shift position, working from midnight-8am, Monday night/Tuesday morning through Friday night/Saturday morning.
â‹Requires a Bachelorâ™s Degree, or Associate Degree and three years of experience, or the equivalent combination of education and experience. Customer Service Certification a plus. Minimum of three years experience in a similar position and or environment required. Experience with proven proficiency levels in Building Automation Systems preferred. Experience working independently or with limited supervision required. General knowledge of trade disciplines, terminology, building systems & equipment. Very high level of proficiency with common software, including experience working with various software programs with an emphasis on spreadsheet applications, database programs, running reports, and word processing programs required: including Microsoft Word, Excel File Maker, Access, and CMMS. Above average typing skills and accuracy of work required. High level of listening skills. High level of written/verbal communication skills required. High level of interpersonal skills, including the ability to act professionally and cordially with customers and co-workers is required.
Final candidate is required to pass an education and criminal background check.
Recruiting Start Date:
Job Posting Title:
Service Response Coordinator
Facilities Union Rates
Scheduled Weekly Hours:
Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.
Brown University is committed to fostering a diverse and inclusive academic global community; as an EEO/AA employer, Brown considers applicants for employment without regard to, and does not discriminate on the basis of, gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.
Located in historic Providence, Rhode Island and founded in 1764, Brown University is the seventh-oldest college in the United States. Brown is an independent, coeducational Ivy League institution comprising undergraduate and graduate programs, plus the Alpert Medical School, School of Engineering, Executive Master of Healthcare Leadership and the IE Brown Executive MBA.