Purpose:
The incumbent responds to the University Community's routine and emergency requests for service by dispatching Facilities Services staff. On a day to day basis, the Work Control Centre Customer Service Representative gathers and relays complete and accurate information and directs Facilities Services staff to proper locations to ensure quality and timely service. Additionally, the incumbent records critical information into the computerized maintenance management software and performs clerical functions in support of Facilities Services operational departments.
Education:
High school diploma or its equivalent (GED)
Experience:
Skills:
-Demonstrated ability to maintain composure and work accurately, efficiently and calmly in emergency/high pressure situations
- Proven ability to handle high volume of calls for service (up to 60 calls/hr)
- Excellent customer service skills
- Effective communication skills including the ability to communicate clearly and succinctly. Deal with individuals with tact, diplomacy and courtesy
- Ability to follow written and verbal instructions
- Keyboarding at a minimum 50 wpm with high levels of accuracy.
- Basic computer skills including the use of database, word processing, spreadsheet and presentation applications.
- Familiarity with Microsoft Visio
- Demonstrated initiative and ability to attend accurately to detail
- Strong organizational skills
- Ability to be a team player and work toward common goals
- Demonstrated ability to establish and maintain effective working relationship with those contacted in the course of work, including the University community and general public
- Effective interpersonal skills
- Demonstrated ability to operate multi-line phone system
- Knowledge of the university environment
Work Control Centre Customer Service Representative • Ontario, Canada
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