Call Center Agent I
Job Description:Provides Customer Service and receives work, event and outage requests via telephone, electronic
mail, web form mail and walk-ins and enters the work requests into the Integrated Work Management
System (IWMS) - AiM. Assigns the work requests to the appropriate shop and assists all customers in
the resolution of job related problems, requests, job status, complaints, and inquiries. May monitor
Building Automation System (BAS) to assist with communications to technicians and customers on
status of outages.
Determines job priority and uses independent judgment in applying fiscal, operational, and
procedural guidelines in assigning the work requests to the proper shop for execution. Enters work
requests into the CMMS - AiM. Processes work requests, by reviewing for completeness, accuracy, and
distribution according to established procedures and protocols. Interprets rules and procedures to
facilitate expeditious handling and customer service. Maintain queries of open/closed job files.
Maintain job, telephone, off shift logs for further reference and or reports. Communicates emergency
information to leadership via text to ensure awareness.
Assists with departmental processes and administrative tasks including but not limited to: Campus
Event Services provided by Facilities Services, Outage request process, EH&S protocols, coordination of
the State Fire Marshall Fire Code Correction Citations, maintenance of AiM customer contact data, new
hire training, maintenance of job aids, may drive sate vehicle for pickup or delivery of documents. Acts
as backup for additional departmental processes in the absence of colleagues.
Partner with Facilities Services Project Team and IT to test new systems, trouble shoot and restore
service by analyzing, identifying and diagnosing faults and symptoms using established processes and
procedures primarily for Facilities Services maintained mobile devices, Integrated Work Management
System (IWMS) AiM, and the GatorWorks customer request s
Shifts are Monday thru Friday, between 7:00am and 5:00pm depending on phone coverage needs. An
On Call shift is required in one to two week rotations with other Operations Specialists (this usually
occurs after six months of probation/training). This is a 365 day and 24 hour operation. Mandatory
shifts apply, as needed, for emergency or weather related events.
Position is considered essential personnel as defined by UF policy.
May drive a UF state Vehicle. Incumbent must possess and maintain a valid class “E” Driver’s License.
A Criminal background check will be conducted.
Expected Salary:$16.50 Per Hour may exceed based on experience.
Minimum Requirements:High school diploma or equivalent and one year of relevant experience.
Preferred Qualifications:EDUCATION, TRAINING AND EXPERIENCE:
A high school diploma and four years of appropriate experience and/or appropriate college coursework or vocational/technical training may substitute as an equivalent rate for the required experience.
Strong Interpersonal and customer service skills, with campus students, campus staff and coworkers.
Ability to retain multitude of knowledge, think logically, analyze and solve problems.
Ability to interpret technical information relating to computer hardware and software.
Multiple phone line skills and excellent typing and data entry skills.
Positive attitude and ability to multitask and work independently.
Application must be submitted by 11:55 p.m. (ET) of the posting end date.
Multiple vacancies will be filled from this posting.
Position is being reposted. Previous applicants still under consideration.
Health Assessment Required: NO