Action Facilities Management ยท 1 month ago
Duty Supervisor [ Facility Maintenance Customer Service]
Washington, DC, USA
Full-time
Onsite
Mid Level
$47.40/hr - $47.40/hr
4+ years expAction Facilities Management is a Woman-Owned Small Business and a Minority Business Enterprise that provides services to government and commercial clients. The Duty Supervisor is responsible for managing the data entry of work orders related to facility maintenance and requires independent judgment to prioritize a diverse workload.
Facilities Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Handle incoming calls, and manage outgoing calls, as needed, on multiple phone lines
Respond to queries, amend data, and reissue tasks as needed
Enter maintenance slip data into a CMMS system
Directs, monitors and coordinates all facility-related management and logistical services or other matters pertaining to the Facilities Management and Logistical Division (FLSD)
Performs the duties of Call Center Representatives as required to include: data entry, analysis and processing of all facilities and logistical service complaints, service inquiries, work requests, maintenance requests or other matters pertaining to FLSD Facilities
Creates computerized service tickets or work orders in the Tririga System and issue service tickets to the appropriate shop
Assists with management of the entire BOC Operations to include, monitoring the service request process, ensuring that service tickets are completed within a predetermined time, they're free of errors, and follow up calls are made on all priority (one) 1 service tickets
Prepares a variety of reports and maintains an incident log
Manages the parking operations to include; responding to requests via email, over the phone, fax or in person, creating and issuing temporary and permanent permits and creating minor reports pertaining to site parking
Monitors weather conditions and external factors such as road closings and demonstrations to determine a potential impact on facility operations. Develops action plans to mitigate effects on the facility in the event that an incident or event occurs
Serves as the facility subject matter expert to the client's Incident Commander in the event of an emergency requiring the activation of the Incident Command Organization
Implements the facility emergency response plan in the event of a facility emergency, and establishes an Incident Command
Serves as the incident commander should an emergency occur and responds to incidents and emergencies by following the procedures in the Emergency Procedure Handbook (EPH.)
Conduct parking permit inspections in the garage areas as directed
Walk through parking garage and administer tickets to incorrectly parked vehicles
Answer emails and work order requests
Support batching and dispatching of work orders to facility personnel
Review and audit work orders for completion and quality prior to entering the system
Ensure that accurate and quality data is entered into the system, including verification if required
Other duties as assigned
Qualification
Required
Minimum high school diploma or equivalent
Experience in call center operations
Minimum 4-years of solid administrative or customer service experience
Good customer service skills
Strong oral, communication, and interpersonal skills and possess computer skills with proficiency in Microsoft Outlook
Active Top Secret Clearance
Proficient in MS Office tools
Experience in data entry
Excellent communication skills, both written and verbal
High level of attention to detail
Proven ability to work under pressure and deal with challenging situations
Ability to make decisions, take ownership, and use own initiative to resolve problems
Preferred
Experience with CMMS (Computerized Maintenance Management Software) would be a plus
Benefits
Fully paid medical, dental, and vision insurances
Pension plan
Company
Action Facilities Management
Action Facilities Management (AFM) is a nationally award-winning Woman-Owned Small Business skilled in providing a full spectrum of integrated facilities management needs including operations and maintenance, janitorial and sanitization, security, and administration.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase