Customer Support Representative, Facilities Central

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  Service Request Management:
  
  
  • Serve as the first point of contact for all incoming facility service requests via phone, email, or a computerized maintenance management system (CMMS).
  • Accurately log all requests into the CMMS (AiM), capturing essential information such as the requestor's details, location, nature of the issue, and urgency level.
  • Prioritize work orders based on established protocols (e.g., emergency, urgent, routine).
  • Dispatch work orders to the appropriate maintenance technician, custodian, or third-party vendor.
  • Monitor the status of open work orders to ensure timely completion.
  
  
  
  
  
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  Customer Service & Communication:
  
  
  • Provide excellent customer service to all staff, tenants, and visitors.
  • Communicate clearly and professionally with requestors, providing updates on the status of their requests and expected completion times.
  • Escalate complex or unresolved issues to the Helpdesk Supervisor or Facility Manager.
  • Notify building occupants of planned maintenance or service disruptions.
  
  
  
  
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  Administrative & Data Management:
  
  
  • Maintain accurate and up-to-date records within the CMMS.
  • Generate and distribute reports on helpdesk activities, work order trends, and key performance indicators (KPIs) as requested.
  • Assist with the creation and maintenance of facility-related documentation, such as vendor contact lists and emergency procedures.
  • Conduct follow-ups with requestors to ensure satisfaction with completed work.
  
  
  
  
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  Vendor and Internal Team Coordination:
  
  
  • Coordinate with internal maintenance teams to schedule and execute work.
  • Liaise with external vendors and contractors for specialized services (e.g., HVAC, plumbing, electrical).
  • Ensure all vendor work is scheduled and completed in accordance with service level agreements (SLAs).
  
  
  
  
• Perform other related duties as assigned. The omission of specific duties does not preclude the manager/supervisor from assigning duties that are logically related to the position.

• Experience in a customer service, helpdesk, or administrative role, preferably within a facilities, property management, or maintenance environment, is desired.
• Technical Skills: Proficiency with computers and software, including Microsoft Office Suite (Word, Excel, Outlook). Experience with a CMMS (e.g., AiM, Maintenance Connection, or similar) is highly desirable.
• Communication: Excellent verbal and written communication skills.
• Interpersonal Skills: Strong customer service orientation and the ability to work effectively with a diverse range of people.
• Organizational Skills: Exceptional attention to detail, strong organizational abilities, and the capacity to multitask and manage competing priorities in a fast-paced environment.
• Problem-Solving: Ability to identify issues, analyze information, and escalate problems as needed.
• Adaptability: Eager to learn new systems and processes and adapt to changing operational needs.

• Seeks "win-win" solutions to help foster continued integration and collaboration.
• Flexible and receptive to change.
• A positive and professional attitude.
• Self-motivated and mature, demonstrating a sincere interest in working with students, stakeholders, and internal staff.

How is pay for new employees determined at GW?

The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.