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 must include examples of how your past work experience is applicable to this position.
Job Summary
The Facilities Operations Customer Service Assistant position serves as the primary point of contact for the University of Michigan ? Dearborn campus community. This position provides essential support for Facilities Operations.
The Customer Service Assistant position will have an onsite work schedule of Monday through Friday from 7:00 a.m. to 4:00 p.m.
Who We Are
The Facilities Operations team is responsible for the planning, construction, and ongoing maintenance and operations of the University of Michigan Dearborn's physical property, its buildings and infrastructure, grounds, and utilities. We watch over the energy efficiency, sustainability, and environmental health of the campus and help assure the occupational health and safety of our students, faculty, and staff. We provide general services for the campus community, including mail and deliveries, shuttle and parking services, and fleet maintenance. And last, but certainly not least, our University Unions and Events team manages internal and external events for our campus.
Why Work at Michigan?
In addition to a career filled with purpose and opportunity, The University of Michigan Dearborn offers a comprehensive benefits package to help you stay well, protect yourself and your family, and
plan for a secure future. Benefits include:
- Generous time off
- A retirement plan that provides two-for-one matching contributions after 12 months of eligible service with immediate vesting.
- Many choices for comprehensive health insurance
- Life insurance
- Long-term disability coverage
- Flexible spending accounts for healthcare and dependent care expenses.
Responsibilities*
- Serve as Facilities Operations primary reception and call center for in-person, phone, and email/work request inquiries.
- Greet visitors and direct them to appropriate contacts.
- Answer or route all inquiries and concerns from faculty, staff, students, and contractors regarding Facilities Operations.
- In coordination with managers, respond to urgent or emergency calls or contact from contractors to prioritize, route, or redirect workload of staff.
- Manage main phone line; respond to inquiries and relay information as needed.
- Review all incoming work requests received via email, voicemail, fax and customer requests.
- Create or convert customer requests into work orders in the AiM system of work control.
- Review requests for completeness, accuracy and nature of work requested.
- Follow up on information provided and ensure that the information is properly entered into the computerized maintenance AiM system and assigned to the proper work group.
- Create and perform database queries of preventative maintenance schedules. Ensure the integrity of the data.
- Set up desktop applications of the AiM system, train staff on how to submit customer requests through the application.
- Seek input from Managers in developing and modifying preventative maintenance program(s).
- Create and distribute work orders for outside contractors as directed.
- Work closely with the Program Manager to create, update, modify, and execute queries within the AiM program to increase efficiencies.
- Assist managers, supervisors, and staff with concerns identified in the AiM system.
- Maintain electronic supplier/contractor sign-in file. Notify manager when appropriate.
- Train outside supplier/contractor how to register to be on campus using their mobile devices. Notify on site contact when supplier/contractors arrive on campus using two-way radio.
- Process work requests generated by University Unions and Events (UUE).
- Respond to urgent requests from the campus community and notify the appropriate staff as needed.
- Process code inspection requests, create responsive work orders as needed. Generate work orders with the AiM program, as needed. And other duties as assigned.
- Maintain office supply inventory.
- Oversee copier machines/service contracts/routine maintenance.
- Duties and tasks reflect substantial variety and complexity.
- Assignments are broad in nature and usually require originality and ingenuity.
- May serve as a resource to others in the resolution of complex problems and issues.
- Composes straightforward written descriptions of results.
- Provide administrative support for managers and execute special projects to support
Required Qualifications*
- High school diploma or equivalent
- 2 or more years of office administrative support experience
- Outstanding customer service skills and ability to work within a diverse community.
- Experience using office equipment, technology and software including Google and Microsoft Office Suite.
- Requires the ability to exercise independent judgment and employ basic reasoning skills.
- Ability to communicate clearly and effectively in written and spoken English.
- Ability to understand and follow oral and written policies, procedures and instructions.
Desired Qualifications*
- Associate degree, or some college, with more than 4 years of office administrative support experience
- Experience working in facilities operations, call center, or reception desk.
- Knowledge of building systems, i.e., mechanical, electrical, or other trade specific knowledge.
- Understanding of the AIM Asset Management system.
- Great customer service skills.
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
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 are performed in compliance with the Fair Credit Reporting Act.
U-M EEO Statement
The University of Michigan is an equal employment opportunity employer.