Customer Service Representative I (building Services) - OFMD - Remote Eligible

Customer Service Representative I

The Operations & Facilities Management Department (OFMD) at WashU Medicine provides essential services that sustain the medical campus' mission of excellence in patient care, research, and education. Guided by our PRIDE+ Core Values of Professionalism, Respect, Integrity, Dedication, Excellence, and Mutual Support, we foster a culture of accountability, service, and collaboration across the medical campus. OFMD manages the maintenance and operation of more than 65 buildings, encompassing over 14.8 million gross square feet, including the 11-story, 609,000-square-foot Neuroscience Research Building (NRB), home to one of the world's largest concentrations of neuroscientists. Our team delivers operational and administrative support, strategic planning, and project management to ensure efficient, safe, and innovative facility operations. As WashU Medicine continues to expand its clinical, research, and teaching footprint across and beyond campus, OFMD remains a trusted partner, driving excellence through seamless facility management and unwavering support of the university's mission.

The Customer Service Representative I role is responsible for providing customer service to our campus buildings and environments. This role supports medical campus customers and staff by collaborating with Facilities Engineering, Environmental Services, Parking and Transportation, Auxiliary Services, and Access Control. This position is responsible for assigned tasks that support the needs and activities of the Operations and Facilities Management Department (OFMD). This posting may be utilized to fill openings across various locations and shift schedules.

Job Description Primary Duties & Responsibilities:

• Provides customer service to all customers and staff.
• Monitors and directs medical campus customers to their appointments, communicates facilities needs for staff through phone, work order, or other appropriate channels.
• Maintains call quality by providing customers with accurate information in a timely and professional manner.
• Provides tier-one customer service follow-up and ensures completion and closure of escalated service issues.
• Receives, records, and distributes verbal and written work orders from departments to service crews through ServiceNow and/or direct conversation, based on urgency.
• Coordinates with facility units in their clinical building to ensure follow-up and completion of work orders assigned.
• Maintains a strong working knowledge of software, computer, and telephone systems, as well as facilities terminology for submitting work orders.
• Perform other duties as assigned.

Working Conditions:

• Job Location/Working Conditions Normal office environment. Alternative work schedule as a regular part of the job (on-call, shifts, evenings, weekends).
• Physical Effort Typically sitting at a desk or table. Repetitive wrist, hand, or finger movement. Equipment Office equipment.

Required Qualifications:

• Education: High school diploma or equivalent high school certification or combination of education and/or experience.
• Certifications/Professional Licenses: No specific certification/professional license 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/Professional Licenses: No additional certification/professional licenses 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 Needs Identification, Customer Service, Effective Listening, Interpersonal Communication, Issue Escalation, Microsoft Office, Organizational Commitment, Phone Experience, Proactive Thinking, Professional Etiquette, Professional Integrity, ServiceNow Platform, Speaking Clearly, Strive for Excellence, Tactfulness, Teamwork, Work Management Systems

Grade G05-H Salary Range $17.03 - $24.61 / Hourly

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions For frequently asked questions about the application process, please refer to our External Applicant FAQ.

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. 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, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.