Represents the university through personalized customer interactions to support internal and external calls. Utilizes available resources to provide caller information and support. Connects customers with appropriate resources and follows up when needed to ensure successful customer resolution. Prioritizes and processes facilities maintenance services calls campus wide; assigns and schedules the appropriate skilled trades and custodial employees utilizing multiple application programs and computers. Facilitates IPF emergency response and communication procedures. Monitors and responds to multiple alert-monitoring systems. Responds to the radio system emergency alerts and broadcasts information in emergency situations.
High school diploma; one to three years of related and progressively more responsible or expansive work experience in a call/contact center, dispatching, answering service or closely related area, and 45 WPM typing. Strong computing skills to include web browsing, email applications, and MS Office. Ability to adapt to changing customer and technological trends and master new computer applications. Strong customer service orientation, interpersonal skills and desire to help others. Ability to multi-task and prioritize while remaining composed in a fast-paced work environment; ability to learn and remember detailed procedures and services. Demonstrated verbal and written communication; ability to multi-task and prioritize in a fast-paced environment; work well independently as well as part of a team, problem analysis and problem-solving, and attention to detail and accuracy. Demonstrated desire for continual improvement and growth.
Knowledge of MSU campus and services and broad understanding of maintenance and skilled trades professions.