How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
The Facilities Service Center provides essential support for Facilities and Operations at the University of Michigan. The Facilities Service Center provides 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.
Facilities Service Center staff work in a dynamic, fast-paced call center environment that provides customer service by phone, fax, email, walk-ins and the internet using the Facilities Management System. The Facilities Service Center is in operation 24 hours per day and 365 days per year. People who are most successful in this environment operate well with continuous change, enjoy trouble shooting multiple customer concerns in a given shift and appreciate the need for accurate documentation and communication to enhance shift change communications and best meet customer needs.
The Facilities Service 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 the Facilities Management System. Based on the input received from the customer, the staff member assesses the problem using established procedures, determining 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 members follow-up with customers to ensure their needs are met.
• Provide exceptional communication and customer service as the main door to/from Facilities and Operations and the campus community as evidenced by the ability to develop rapport with customers, gather necessary information and facilitate information to ensure issues are addressed.
• Answer inquiries related to issues, concerns, problems and repairs to facilities, University housing and grounds services at the University of Michigan.
• Demonstrate strong attention to collaborative problem solving throughout the resolution of the customer's facilities problems including selecting proper shop codes, problem codes, priority codes, wording and triaging the issue for dispatching to appropriate personnel and obtaining the proper account information.
• Assess document and resolve complaints or concerns received by phone, fax, email, online or via walk-ins.
• Demonstrate strategic thinking necessary to identify incorrect system configurations which result in inappropriate billing or assignment of work.
• Strong attention to detail is necessary to effectively maintain and track all customer inquiries and feedback via the Facilities Management System.
• Demonstrate ability to resolve issues within department specified standards often without specific direction from management.
• Demonstrate strong attention to detail in accurately documenting customer concerns and resolution of such concerns.
• Adhere to department and organizational policy and procedures.
• Demonstrate teamwork and professionalism with co-workers on the job including taking the initiative with problem solving situations and being accountable for actions.
• High School diploma or equivalent education is necessary.
• Proven exceptional attendance.
• Ability to accurately handle multiple tasks while performing exceptional customer service.
• Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines.
• Minimum 2 years experience in customer service including working with diverse people groups.
• Ability to speak clearly and in a professional, courteous manner.
• Ability to understand and follow oral and/or written policies, procedures and instructions.
• 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.
• 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 / 7 365 day operation.
• Ability to be self-directed whether working alone or with the team.
• Excellent verbal and written communication skills.
• Proficient working knowledge of Microsoft Word and Excel.
• 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. Minimum typing speed: 40 wpm. Applicant will be given a typing speed test.
• Ability to prepare and present an accurate and reliable report containing findings and recommendations.
• Ability to utilize a variety of sophisticated information storage and retrieval systems.
• HIGH DESIRE TO CREATE AND MAINTAIN A FUN, POSITIVE ENVIRONMENT!
• Knowledge of maintenance, facilities, construction, grounds and utility terminology.
• Knowledge of building systems, i.e. mechanical, electrical, etc. and other trade specific knowledge.
While this is a 40 hour per week position, the basic shift could include days/afternoons/midnights including weekends and holidays. Shift may also include swing shifts and variable days off per week. Some shifts will be working alone and others will be working with a team. Candidate hired for this position will be expected to flex their schedule to cover additional shifts as determined by management and for mandatory attendance at routine meetings and training purposes. Initial training may take place on an alternate shift, as determined by management for several weeks before beginning actual assigned shift.
Facilities and Operations seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
This posting is for two open positions.
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.
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.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.