Senior Customer Support Representative, Facilities Central

• Advanced Issue Resolution: Act as the first point of escalation for complex or high-priority facility-related issues that cannot be resolved by Level 1 coordinators.
• Work Order Management: Independently manage and track the full lifecycle of work orders using a Computerized Maintenance Management System (CMMS) or similar software. This includes creation, assignment to internal staff or external vendors, tracking progress, and ensuring timely completion.
• Vendor and Contractor Coordination: Serve as a primary liaison with external vendors and contractors for maintenance, repairs, and project-based work. This includes scheduling, monitoring performance, and ensuring compliance with company standards.
• Customer Service Excellence: Provide high-quality, professional, and courteous service to all internal and external customers. Communicate effectively regarding the status of requests, estimated resolution times, and follow-up actions.
• Process Improvement: Identify and recommend improvements to helpdesk procedures, workflows, and documentation to enhance efficiency and service quality. Assist in developing standard operating procedures (SOPs) for common facility issues.
• Reporting and Analysis: Generate reports on helpdesk performance metrics, including response times, resolution rates, and common issues. Analyze data to identify trends and inform strategic decisions for facility management.
• Knowledge Base Management: Contribute to and maintain the helpdesk knowledge base, creating new articles and updating existing ones to help both Level 1 coordinators and end-users.
• Emergency Response: Participate in the coordination of emergency facility issues (e.g., power outages, leaks, security breaches) and ensure prompt and appropriate action is taken.
• Working Conditions: This is typically an office-based role, but may require occasional visits to different areas of the University.
• The role may require on-call availability or a flexible schedule to handle after-hours emergencies.

• Associate's or Bachelor's degree in a related field (e.g., Facility Management, Business Administration) is a plus.
• 2- 4 years of experience in a facility helpdesk, customer service, or a similar role, with at least 1-2 years at a Level 1 or equivalent position, is preferred.
• Proficiency with CMMS software (e.g., ServiceNow, AiM, Maintenance Connection) is desired.
• Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook) is preferred.
• Familiarity with facility systems and common maintenance issues (e.g., HVAC, plumbing, electrical, security systems) is desired.
• Exceptional communication skills, both written and verbal.
• Ability to handle difficult situations and resolve conflicts professionally.
• Strong organizational and time-management skills with the ability to prioritize multiple tasks.
• Excellent problem-solving and critical-thinking abilities.
• Ability to work independently with minimal supervision as well as collaborate effectively within a team.
• Certification in a relevant field (e.g., FMP, CFM) is desired.
• Experience with a multi-site or large-scale facility environment is preferred.
• Knowledge of health and safety regulations (e.g., OSHA) is desired.

• Seeks "win-win" solutions to help foster continued integration and collaboration.
• Flexible and receptive to change.
• A positive "can-do" attitude.
• Self-motivated and mature, demonstrating a sincere interest in working with students, stakeholders, and internal staff.

How is pay for new employees determined at GW?

The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.