Customer Service Representative I - Enterprise Physical Operations

Location

ST. LOUIS, MO 63130

Scheduled Hours

40

Position Summary

The Customer Service Representative I role is responsible for providing customer service to our campus buildings and environments. This role primarily supports Danforth campus customers and staff by collaborating with Facilities Engineering, Utilities, Capital Projects and Planning, and Access Control. This position is responsible for assigned tasks that support the needs and activities of the Enterprise Physical Operations team.

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 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 CMMS 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.

- Performs other duties as assigned.

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.

More About This Job

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles. ##

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

Accountability, Communication, Computerized Maintenance Management Systems (CMMS), Customer Care, Customer Follow-Ups, Customer Management, Customer Service, Relationship Building, Team Communication

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.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ .

Accommodation

If you are unable to use our online application system and would like an accommodation, please email   [email protected]   or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

- Up to 22 days of vacation, 10 recognized holidays, and sick time.

- Competitive health insurance packages with priority appointments and lower copays/coinsurance.

- Take advantage of our free Metro transit U-Pass for eligible employees.

- WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

- Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

- We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

- WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: hr.wustl.edu ↗

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity or shared ancestry, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information. As a federal contractor, the university maintains affirmative action programs to implement its equal employment opportunity policy for individuals with disabilities and protected veterans, in accordance with Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 (VEVRAA), as amended.