"Customer Service Representative I - OFMD"

Position Summary

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

Greets and provides accurate information while meeting the needs of the customers. The primary point of contact for all customers visiting and/or contacting the Operations and Facilities Management Department.

Job Description

Primary Duties & Responsibilities:

• Receives, records, and distributes verbal and written work orders from departments to service crews for Facilities Engineering, Custodial, and parking issues, prioritized based on urgency. Coordinates with other facilities units to ensure the follow-up and completion of assigned work orders. Responsible for the distribution of planned, limited, and emergency outages.
• Provides customer service to walk-up customers, by phone, and for online work order submittal. May provide support to students and guests as it relates to front desk activities.
• 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 close-out of escalated service issues. 
• Handles issues with University parking permits and U-Passes.
• Distributes university-issued badges for Access Control.
• Responsible for cash handling, including payment intake, providing change, preparing receipt vouchers, daily balancing, and cash reconciliation.
• Provides data entry within multiple databases and systems supporting the Facilities Management department. This may include work order supplies, equipment, and inventory updates, and customer and account charges.
• Maintains a strong working knowledge of software, computer, and telephone systems, as well as facilities terminology, in assigning and/or dispatching work.
• Performs other duties as assigned and in support of the Operations & Facilities Management Department.

Working Conditions:

Job Location/Working Conditions

• Normal office environment. 
• Alternative work schedule as a regular part of the job (shifts, evenings, weekends).
• Ability to sit or stand for extended periods.

Physical Effort

• Typically sitting at a desk or table.

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

Skills:
Customer Service, Organizational Commitment, Professional Integrity, Strive for Excellence, Teamwork

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.