Operations Logistics Specialist, Associate (call Center)

Operations Logistics Specialist, Associate

UPMC Corporate Facilities Engineering and Maintenance is hiring an Operations Logistics Specialist, Associate to join our team! This role will work on varied days, which includes assigned weekends and holidays. The position will work daylight, evening and overnight shifts. The position will have remote work after training is completed. The individual must be located in the Pittsburgh area.

The position will serve as a 24/7 principal contact to handle incoming complex, routine, and emergent operational needs for Facilities, Engineering and Maintenance across all UPMC hospital campuses, senior living facilities, and other non-hospital-based locations. This position will utilize multiple CMMS applications and a matrix of communications tools to ensure data consistency, timely resolution, and facilities management support to protect and promote the safety of patients, staff, and visitors to UPMC in a manner that reflects the organizations mission and values.

Do you have prior experience in a call center or dispatching role? If so, this could be the next step in your career. Apply today!

Responsibilities:

1. Act as the primary facilities operations contact to handle routine and emergency customer requests, following established CMMS data and process standardization and Best Practice protocols.
2. Provide CMMS and technical support to front-line facilities maintenance staff (both mobile and PC-based) for data entry, work request inquiries, and staff availability.
3. Ensure operational safety and integrity by fielding internal and external facilities emergencies, including but not limited to vertical transportation failures and entrapments, pneumatic tube system failures, system alarms, MobileView temperature alerts, utility outages, condition alerts, floods, inclement weather, etc.
4. Preserve CMMS work order data integrity to enable time charge accuracy, labor productivity, track asset downtime, and capture cost recovery information.
5. Maintain constant and detailed communication with a hybrid team of on-site and remote co-workers to ensure accurate and timely response to operational needs. Exhibit professionalism, flexibility, and conscientiousness in every customer interaction to foster an environment that reflects UPMC's core values and promotes patient safety and satisfaction.

Qualifications:

• High School Diploma or equivalent is required.
• Proficiency in Microsoft Office applications required.
• One (1) year experience working in a call center or collaborative office setting required.
• Prior phone experience within work history highly preferred.
• Typing skills of 41 WPM or higher is highly preferred.
• Accurate and timely documentation of call information per departmental standards.
• Completion of the following UPMC courses via the Learning Catalog upon 1 year of employment in this role: Dealing with Difficult Customers, DEI 101.
• Demonstrable analytical skills with the ability to think quickly and respond appropriately under stressful and/or emergency situations while preserving data integrity and process execution is required.
• Must possess a combination of compassion, decision making, and teamwork skills; ability to multi-task and communicate efficiently and effectively via telephone and online chat in a fast-paced environment.
• Knowledge related to basic maintenance and facilities operations preferred.
• Licensure, Certifications, and Clearances: Act 34. UPMC is an Equal Opportunity Employer/Disability/Veteran.