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Please note: a detailed cover letter and resume are required for consideration for this position; include the cover letter as the first page of your resume.  In your cover letter, describe how your skills and experience directly relate to the specific duties and qualifications of this position.  

Job Summary

The Call Center provides essential support for facilities operations at the University of Michigan.   The Call Center is a joint operation between Plant Operations, Housing Facilities, and Parking Maintenance; providing a central communication point for faculty, staff, and students; for facilities issues in over 200 academic, research and residential buildings on the Ann Arbor campus.   

Our Call Center staff work in a dynamic, fast-paced Call Center that provides services over the phone, by fax, through e-mail and the Internet, through the Facilities Management System and to walk-in customers.  The Call Center is in operation around the clock and 365 days per year.

The Call Center staff is responsible for ensuring customer satisfaction in every step of problem resolution.  Staff members are required to track detailed information about customer service needs in our Facilities Management System.  Based on the input received from the customer, the Call Center Representative assesses the problem. Using established procedures, determines the best and most timely response.  After the response has been determined, additional comments are added to the database to track the steps taken to resolve the problem.  Extensive research is often required to find the correct solution.  Staff follows-up with all customers to ensure that their needs have been met.
 

 

Responsibilities*

Provide exceptional communication and customer service as the main door to/from Plant Operations and the campus community.

Answer inquiries related to issues, concerns, problems and repairs to Facilities, University Housing, Grounds and all Plant Operations services at the University of Michigan.

Participate in the resolution of the customer’s facilities problems including selecting proper shop codes, problem codes, priority codes, and wording, and triaging the issue for dispatching appropriate personnel and obtaining the proper accounting information.  

Assess and resolve complaints or concerns received by phone, fax, mail, online, or via walk-ins.

Identify incorrect system configurations, which result in inappropriate billing or assignment of work.

Maintain and track all customer inquiries and feedback via Facilities Management system.

Resolve issues within department specified standards.

Document customer complaints and resolution of customer complaints.

Adhere to department and organizational policy and procedures.

Meet established performance standards for selecting proper codes, logging information, following up on high priority calls, and basic customer communications.

Demonstrate teamwork and professionalism with co-workers on the job including taking the initiative with problem solving situations and being accountable for actions.

Alert the Call Center Supervisor or the Manager to internal problems or concerns.

 

Required Qualifications*

A cover letter and resume are required for consideration for this position

Considerable experience in customer service including working with diverse people groups.

Knowledge of maintenance, facilities, construction, grounds and utility terminology.

Ability to speak clearly and in a professional, courteous manner.

Ability to understand and follow oral and/or written policies, procedures and instructions.

Ability to adjust to continuous changes in procedures and expectations in the department.

Ability and willingness to quickly learn and put to use new skills and knowledge brought about by rapidly changing information and/or technology.

Ability to deal with difficult customers.

Strong problem solving and research skills.

Ability to accurately handle multiple tasks while performing customer service.

Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines.

Excellent teamwork skills are necessary, including the ability to communicate effectively with team members on other shifts, as well as your own shift, in our 24/7 operation.

Ability to be self directed whether working alone or with the team.

Excellent verbal and written communication skills.

Considerable experience with Microsoft Office products and a functional knowledge of the Windows operating environment.

Ability to operate a personal computer using standard or customized software applications appropriate to assigned tasks.

Ability to keyboard with speed and accuracy including the ability to input information while on the phone.

Ability to prepare and present accurate and reliable reports containing findings and recommendations.

Ability to utilize a variety of sophisticated information storage and retrieval systems is necessary.

Knowledge of University Buildings.

High School diploma or equivalent education is necessary.

Desired Qualifications*

Knowledge of building systems, i.e. mechanical, electrical, etc. and or other trade specific knowledge is desirable.

Work Schedule

The basic shift for this position could include days/afternoons/midnights including weekends and holidays.  Some shifts will be working alone and others will be working with a team.   Person hired for this position will be expected to flex their schedules to cover additional shifts as determined by the Call Center Manager and for mandatory attendance at routine meetings and training courses.   Initial training may take place on an alternate shift, as determined by Call Center Management, for several weeks before beginning actual assigned shift.

 

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks will be performed in compliance with the Fair Credit Reporting Act.

Mission Statement

The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future.  The University of Michigan is committed to foster learning, creativity and productivity, and to support the vigorous exchange of ideas and information, not only in the classroom but in the workplace by: 

  • Creating a work environment in which people treat each other with respect and dignity, regardless of roles, responsibilities or differences. 
  • Providing support, direction and resources enabling us to accomplish the responsibilities of our jobs and to reach the goals that are set for professional and personal growth.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.