Customer Service Representative I (housing) - OFMD

Scheduled Hours

40

Position Summary

The Operations & Facilities Management Department at WashU Medicine is committed to delivering a comprehensive range of services to support the medical campus. We oversee maintenance and operations for 65 buildings, covering more than 11.1 million gross square feet of space. This includes the 11-story, 609,000-square-foot neuroscience research building, which houses one of the world's highest concentrations of neuroscientists. Our responsibilities include operational and administrative support, strategic planning, and project management. Furthermore, as WashU Medicine continues to expand its presence both on and off campus in areas such as teaching, clinical care, and research, our team remains instrumental in ensuring the seamless delivery of clinical care, advancing research initiatives, and facilitating educational endeavors. Responsible for providing customer service in support of campus housing. This includes supporting tenants and guests, as well as campus partners such as Facilities Engineering, Environmental Services (EVS), Parking & Transportation, Access Control, and external vendors working on the properties. Responsibilities include intake and tracking of service requests, providing support for housing and the fitness center, coordinating with vendors, and ensuring compliance with safety and service standards. Responsible for other assigned tasks that support the activities within the Core Housing.

Job Description

Primary Duties & Responsibilities:

• Receives, records, and distributes work orders from tenants for Facilities Engineering and EVS. Coordinates with facilities partners to ensure follow-up and completion of work orders assigned. Provides data entry within multiple databases and systems supporting housing.
• Facilitates access to units for campus partners to complete any necessary work. Includes distribution of vendor badges and keys, as well as temporary parking assignments.
• Provides customer service to walk-up customers as well as by phone and online work order submittal.
• Oversees EVS quality assurance and performs routine cleaning and maintenance of fitness center equipment. This may include performing minor repairs, coordinating vendor maintenance, and tracking the lifecycle and replacement plans for fitness equipment.
• Maintains a database of fitness center users and ensures all are in compliance with safety and fitness center usage requirements.
• Maintains call quality by providing customers with accurate information in a timely and professional manner. Provides tier one customer service follow-up and ensures the completion and closure of escalated service issues.
• Maintains a strong working knowledge of software, computer, and telephone systems, as well as facilities terminology, in assigning and/or dispatching work.
• Monitors shared mailbox and handles any confidential and personal information in a professional manner.
• Responsible for back-up coverage of multiple service desks and maintaining a strong knowledge base to assist a variety of customers, including students, faculty, staff, and external visitors to the medical school campus.
• Performs other duties as assigned and in support of the Facilities Management Department.

Working Conditions:

• Normal office environment.
• Typically sitting at a desk or table.
• Repetitive wrist, hand, or finger movement.
• Ability to move to on and off-campus locations.
• Occasional lifting (< 25 lbs)
• Office equipment.

Required Qualifications

Education: High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications: No specific certification is required for this position.

Work Experience: Relevant Experience (1 Year)

Skills: Not Applicable

Driver's License: A driver's license is not required for this position.

More About This Job

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education: No additional education unless stated elsewhere in the job posting.

Certifications: No additional certification unless stated elsewhere in the job posting.

Work Experience: No additional work experience unless stated elsewhere in the job posting.

Skills: Conflict Resolution, Critical Thinking, Customer Empathy, Customer Service, Interpersonal Interactions, Listening Effectively, Organizational Commitment, Professional Integrity, Speaking Clearly, Strive for Excellence, Teamwork

Grade

G05-H

Salary Range

$17.03 - $24.61 / Hourly

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request. All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U-Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We've got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University's policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information. Washington University is dedicated to building a community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.