Facilities Call Center Specialist

Aquent is partnering with a leading organization dedicated to operational excellence and delivering a high-quality experience. This organization is at the forefront of its industry, consistently striving to innovate and maintain a seamless environment for all. Join a team where your contributions directly support critical infrastructure and ensure the smooth functioning of essential services.

To be considered for this role, you must:

• Be authorized to work in the United States
• Not require sponsorship of any kind for the duration of the assignment
• Be able to work on a W-2 basis. C2C or 1099 is not permitted for this position

About the Role:

Are you a highly organized and detail-oriented professional with a passion for ensuring operational efficiency and safety? We are seeking a dynamic individual to join our team as a Facilities Call Center Specialist. In this pivotal role, you will be the central hub for coordinating responses to a wide array of service requests, directly impacting the safety, comfort, and productivity of our entire community. Your ability to act swiftly, prioritize effectively, and communicate clearly will be essential in maintaining our high standards of service and contributing to a positive environment every single day. This is an exciting opportunity to make a tangible difference in a fast-paced and rewarding setting.

What You Will Do:

As a Facilities Call Center Specialist, you will be instrumental in managing and dispatching service requests, ensuring timely and appropriate responses. Your responsibilities will include:

• Promptly and courteously answering all incoming telephone calls.
• Rapidly triaging, prioritizing, and dispatching calls for service in appropriate order of importance.
• Screening incoming communications to differentiate between emergency and non-emergency situations, ensuring adequate resources are dispatched.
• Monitoring radio traffic during critical situations and dispatching additional personnel as needed to ensure safety.
• Maintaining current status and availability of field personnel to ensure prompt and accurate response.
• Maintaining radio contact with field personnel and enforcing proper radio control and courtesy.
• Utilizing an asset management system to monitor and dispatch personnel effectively.
• Obtaining relevant information from callers, including location, request type, and nature of the issue.
• Thoroughly questioning emergency callers to gather complete and accurate information for response.
• Accurately entering all pertinent information into the asset management system and maintaining detailed work orders and log notes.
• Ensuring a thorough work process where every step in critical procedures is completed.
• Determining the appropriate department to respond to calls, such as facilities or security.
• Preparing daily and weekly reports using automated software programs.
• Briefing oncoming personnel on relevant information for their shift.
• Reviewing workflow processing to ensure all operations are executed professionally and timely.
• Liaising with line supervisors and responders to ensure coordinated efforts.

Must-Have Qualifications

• High School Diploma or GED equivalent.
• Four (4) to six (6) years of progressively responsible and directly related work experience.
• Ability to adapt to and deal with change and ambiguity.
• Ability to generate ideas, consult with departments, and coordinate administrative solutions.
• Ability to observe and recall names, places, and incidents, and to read and understand rules and policies.
• Ability to plan, organize, prioritize, work independently, and meet deadlines.
• Ability to relate to others in a calm, tactful, and courteous manner.
• Ability to solve problems and identify solutions.
• Ability to speak and write effectively at a level appropriate for the job.
• Ability to work effectively in a fast-paced work environment.
• Ability to work well with individuals at all levels of the organization.
• Ability to execute caller interrogation to determine the problem and nature of the call.
• Ability to relay and accurately document essential situational information to responders.
• Ability to apply procedures subject to guides, regulations, and policies to a range of calls.
• Ability to monitor and maintain an asset management system.
• Ability to identify system abnormalities within an asset management system.
• Knowledge of computer systems and software used in the functional area.
• Knowledge of local, state, and federal regulatory requirements related to areas of functional responsibility.
• Knowledge of police/law enforcement procedures and techniques.

The target hiring compensation range for this role is $38.00 to $40.00 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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