"Facilities Operations Assistant"

Position Summary

Work with Facilities Management personnel on the daily operational duties of the Work Control Center (WCC) for the Big Rapids Campus and KCAD Campus. Work independently to supervise the student employees in the work control center area. Assist patrons to utilize the computerized maintenance management software (CMMS) system and equipment. Provide clerical assistance to Facilities Management departments including processing payroll, data entry, and credit card reconciliations. This position is anticipated to be M-F 8:00 am - 5:00 pm.

Required Education

High School diploma or GED equivalent.

Required Work Experience

Three years of successful demonstrated hands-on experience responding to customer requests and issues in a call center/work distribution center/dispatcher/work control center or customer service environment. Experience working with computerized management software and Microsoft Office Suite. One year in a general office setting, preferably involving multi-line telephones and customer service.

Essential Duties/Responsibilities

• Answer inquiries from a variety of internal and external customers, provide explanation and interpretation of departmental policies and procedures, and assist in answering questions.
• Assist in the development of training, educational, and informational materials for University staff and customers associated with the computerized maintenance management system software.
• Assist students in obtaining plans, drawings, etc. for classroom usage.
• Interview, recommend for hire, train, and guide non-bargaining unit clerical and student employees.
• Instruct students and patrons on the proper use of submitting requests for service and utilizing the CMMS system.
• Inventory and order supplies utilizing p-card for transactions and processing required paperwork.
• Must be able to multi-task and perform duties simultaneously during stressful situations and be able to efficiently deploy resources in routine and emergency level instances.
• Perform a variety of office support duties such as development of forms, letters, answering phones, recordkeeping, etc.
• Monitor and process expenses and travel in Concur and AiM.
• Establish and maintain filing and record keeping systems both physically and electronically.
• Perform independent receptionist duties including greeting students, faculty, visitors, vendors, contractors, and staff by providing required assistance, answering routine inquiries, and scheduling appointments, meetings, and verifying classroom availability for scheduling work order requests and non-routine correspondence for review and approval of supervisory staff.
• Prepare reports on various issues, such as work orders, workload, etc. for assigned areas utilizing computer software programs such as word processing, spreadsheets, database and file management.
• Provide accurate information regarding work order system to WCC customers. Assist in troubleshooting customer problems. Answer WCC telephones at peak levels or when other assigned employees are not available.
• Regularly deal with sensitive and confidential matters. Responsible for maintaining the confidentiality of designated information.
• Review and interpret incoming mail and assemble files and other related materials to facilitate response by Facilities Management supervisors.
• Work with computerized maintenance management work order system and input work orders and schedule as needed.
• Contact office, agencies, vendors, students, parents, clients, and customers regarding accounts, purchases, charges, etc.
• Process payroll for all Facilities Management departments.
• Prepare and/or instruct others in the preparation of purchase orders, purchase cards, and other accounting documents.
• Analyze records and accounts, make recommendations, monitor and take action as required/authorized.
• Analyze various accounts, reports and data for accuracy and investigate discrepancies or irregularities.
• Develop, implement, and/or review bookkeeping, recordkeeping, accounting and related office procedures.
• Balance a variety of transactions (AiM, Banner, Concur, Timeclock+, etc.).
• Input, retrieve, download, merge, output, and maintain information by using a computer to access various software programs and systems.
• Monitor, maintain, and exercise functional control over specialized and/or complex records and accounts.
• Coordinate multiple tasks on a daily basis with limited supervision.
• Assist with managing customer requests/work orders submitted from the Grand Rapids campuses including scheduling/coordinating with master service agreement contractors, etc.
• Cultivates an environment of belonging that values, respects, supports, and celebrates individual similarities and differences, allowing students, faculty and staff to thrive authentically.
• Support, promote, and develop university student enrollment and retention initiatives.
• Any other duties assigned within the position classification area.

Skills and Abilities

Ability to assess patron needs including interpretation of the problem using the most effective resource available. Analyze, apply problem solving techniques, and research Facilities Management areas. Communicate effectively both orally and in writing. Express information in a clear and precise way and be able to multi-task in stressful situations on a daily basis. Input, retrieve, download, merge, and output information from various software programs and systems. Interact and work effectively with a diverse group of staff, University, and community population in a variety of situations. Operate a variety of office machines and equipment such as computer, typewriter, facsimile, dictation equipment, multi-line telephone, copier, calculator, and laminator, to include making minor adjustments (requires some mechanical aptitude). Perform basic mathematical operations with accuracy. Plan, organize, and make sound judgments and decisions. Guide and train others in the performance of the characteristic duties. Train others in the use of CMMS software and possess ability to operate and make minor adjustments to the system. Use computer software such as word processing, spreadsheets and database along with p-card transactions. Utilize the rules of proper grammar, correct spelling and punctuation, and correct arrangement of information. Work in a sometimes stressful environment with grace and tact. Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds.