Customer Service Representative
Duties and Responsibilities:
• Respond to all internal and external requests for service as they relate to the University facilities
• Problem solve customer complaints and inquiries
• Assess priority of requests and dispatch appropriate trade/custodian/contractor or connect call to proper source for information (other department, etc)
• Create work orders for maintenance requests on Computerized Maintenance Management System (CMMS), Maximo, providing adequate detail to respond and carry out work, accurate contact information, proper accounts to charge and assign work to correct trade group
• Receive, distribute and file Hot Work Permits following the Department SOP
• Create DIN (Do It Now) work orders and assign and print for each trade group
• Close DIN Work Orders ensuring all labour and material is included, and proper ICB number is assigned to each batch
• Print periodic Preventive Maintenance (PM) work orders and provide to trade groups
• Promote a positive image of Facilities Management and Planning to all clientelle
• Act as a backup for the Storekeeper in Central Stores and Receiving during absences
• Receive trouble calls for elevators, pest control and waste removal contact appropriate contractor for service
• As part of the Custodial Quality Assurance Program, capture information required to appropriately respond to issues
• Other duties as assigned
Qualifications:
The incumbent must possess the following qualifications:
• Thorough understanding of computer operating systems and strong knowledge of the required computer software programs (MS Outlook, Maximo CMMS, MS Word, and MS Windows)
• Excellent data entry skills including ability to manipulate, calculate, and enter data accurately
• Basic understanding of structure, design, heating, plumbing, and electrical applications as related to building operations in order to interpret and understand the request and dispatch the appropriate personnel
• Good knowledge of various trade responsibilities and terminology in order to process and transfer the appropriate information to the work order to allow the work to be done efficiently and effectively
• Strong knowledge of the campus buildings and occupants
• Able to work independently and effectively as part of a team
• Able to operate in a fast paced and stressful environment
• Excellent interpersonal and organizational skills to deal with customers and staff
• Able to maintain a service oriented perspective while dealing with constant interruptions, both phone and in person
• Ability to receive goods which includes lifting heavy to moderate boxes or materials when backing up in stores/central receiving
Education and Experience:
The above is normally acquired through the completion of:
• Completion of Grade Twelve or equivalent
HR Note:
Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.