Customer Service Representative I (Building Services) - OFMD

Scheduled Hours

40

Position Summary

The Operations & Facilities Management Department (OFMD) at WashU Medicine provides essential services that sustain the medical campusâ™ 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 worldâ™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 universityâ™s mission. For additional information, view a quick message from some of our employees: https://facilities.med.wustl.edu/Careers.

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.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

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.

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 / HourlyThe 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.