Sr. Facilities Operations Control Rep - Coral Gables Campus

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Sr. Customer Service Representative professionals - Take your career to the next level! Join us on September 28, 2026, from 1 pm to 4 pm, for the University of Miami, Sr. Facilities Control Rep Virtual Career Fair.

This position requires overnight work and participation in a rotating weekend schedule.

Event Details

Date: September 28, 2026

Time: 1:00 PM – 4:00 PM

Virtual: Zoom

Work Location: Coral Gables Campus

Why Attend?

✅ Meet the hiring manager

✅ Learn about our Competitive salary

✅ Explore our Excellent benefits starting Day 1 of employment

Apply today!

The Senior Facilities Operations Control Representative facilitates the smooth operations of facility functions by providing support to the operations of the service desk and providing outstanding customer service. Additionally, the incumbent mentors junior staff, and addresses the resolution of complex operations issues.

CORE JOB FUNCTIONS

• Enters and analyzes data, and prepares reports to present to appropriate managing staff.

• Ensures that alarm notifications received through electronic monitoring, security or email are accurately reported.

• Generates work orders from correspondence or phone calls received.

• Receives and responds to inquiries, questions or concerns.

• Facilitates work order control and management.

• Assists with training of less experienced team members.

• Maintains detailed and organized records of all relevant forms.

• Supports personnel in completing accident report forms.

• Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education

High School Diploma or equivalent/relevant experience, certification or license

Certification and Licensing

Refer to department description for applicable certification requirements

Experience

Minimum 3 years of relevant experience required

Knowledge, Skills and Abilities

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.

• Teamwork: Ability to work collaboratively with others and contribute to a team environment.

• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications. - Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job.

Department Specific Functions

The Facilities Operations Control Representative serves as a liaison to students, faculty, staff, and Facilities team members to receive and assess reports of facilities-related matters on campus. The position independently evaluates information, determines the appropriate response, initiates work through the University’s work order management system, dispatches or schedules Facilities technicians, and promptly escalates urgent, complex, or high-risk concerns to the appropriate leader.

The more in-depth job duties and responsibilities of the Facilities Operations Control Representative include, but are not limited to:

Operational & Customer Service

• Answer phone calls from students, faculty and staff and take appropriate action for each call.

• Monitor incoming work order requests (online SRO website, departmental email, Microsoft Teams) so to generate work orders through the University’s work order management system and dispatching Facilities technicians to address requests.

• Assist in the communication of general maintenance, major repairs, and shutdowns in a timely, effective and efficient manner via various forms of communication, written and orally.

• Maintains consistent and effective communication to administration, management, and the field team on day-to-day operations, as well as responding to planned or unplanned issues, utility disruptions, or emergencies.

• Monitor alarm systems, including energy, fire alarm, and lift station systems; independently assess notifications, initiate the appropriate response, and promptly escalate life-safety, operational, or unresolved issues to managers, mechanics, contractors, or emergency partners as appropriate.

• Exercise sound judgment to evaluate the urgency, operational impact, and potential risk of incoming requests; establish priorities and determine the appropriate course of action with limited supervision.

• Identify patterns, recurring failures, service gaps, and emerging concerns; document relevant facts and escalate issues through the appropriate chain of communication before they affect safety, service continuity, compliance, or the customer experience.

• Maintain ownership of assigned incidents and service requests through resolution, including timely follow-up, status communication, accurate documentation, and handoff to the next shift or responsible team when needed.

• Performs quality assurance review or work orders to ensure accuracy in work order components (i.e. work order types, account numbers, comments, status, etc.)

• Resolve customer complaints or answer customers' questions regarding Facilities-related matters, including following-up on survey responses.

• Serves as a liaison to students, parents, faculty, and staff regarding Facilities-related matters and status of work orders.

• Works closely with University-approved contractors (i.e., Environmental Services, elevator maintenance contractor, etc.) to dispatch issues and follow-up on status as needed.

• Evaluate and assign proper Access Control levels to online requests for appropriate routing through approval process.

• Notify on-call leader and mechanics of after-hour emergencies and communicate timelines for incidents, corrective actions, and resolutions.

• Generate and send end of shift reports to inform Facilities team members of activities that transpired throughout the shift.

• Supports the creation of the on-call roster and the notification process. Distribute the on-call roster weekly via email and make changes to roster as needed.

• Prepare & distribute holiday schedules for Facilities Operations and coordinate appropriate levels of coverage for business continuity.

• Participates in departmental meetings and other University initiatives as requested.

• Serves as an integral member of the University’s plan for disaster preparation and recovery.

• Position is essential personnel. Must be able to perform shift work, to respond to after hour’s emergency call-in, and work in environments out of normal duties as needed.

• Other duties as assigned.

Education

High School diploma or equivalent required. Associate degree preferred.

Experience

• Three (3) to five (5) years of relevant experience in facilities operations, customer service, dispatch, call center operations, emergency communications, administrative operations, or a related field.

• Demonstrated experience using sound judgment, resolving problems, coordinating across teams, and communicating effectively with customers and operational personnel.

Knowledge, Skills and Attitudes

• Proficiency with Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams.