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Southern Methodist University · 1 day ago

Support Call Center Coordinator (HR Title: Facility Support Coordinator)

Dallas, TX

Full-time

Onsite

Entry Level

2+ years exp

Southern Methodist University is a prestigious institution known for its commitment to student success and leadership development. The Support Call Center Coordinator is responsible for troubleshooting facilities calls and managing work requests, ensuring effective communication and support for maintenance operations.

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Responsibilities

Responsible for troubleshooting and triaging facilities calls and work requests by taking calls, processing incoming requests, and following up with campus partners to gather all necessary and critical information. This includes evaluating and triaging issues routed to the Support Call Center and ensuring that vetted requests are routed to the appropriate department for timely completion

Assist leadership by tracking relevant data to support analysis of support center call volume, computer database submissions, and overall facilities operations. Responsibilities include creating and maintaining spreadsheets for tracking purposes, attending meetings as requested, providing administrative and front desk support, and participating in field visits on or off campus

Provide general support to the maintenance department and assist other units within Facilities as needed. This includes supporting staff and campus events, helping with inventory in the Lock Shop and Warehouse, assisting the Fleet team with work orders, and tracking Lock Shop inventory to ensure accurate and efficient operations

Responsible for providing on-call support after hours and maintaining a flexible schedule to serve as a floater when peers need time off. This includes supporting game days, graduations, major campus events, weekends, and holidays to ensure continuous coverage and effective support for Facilities Operations

Other duties as assigned by management

Qualification

Customer serviceProblem-solvingCommunication skillsFacilities operations knowledgeMicrosoft OfficeData trackingTeam supportOrganizational skillsTime managementInterpersonal skillsWritten communication

Required

A high school diploma or equivalent is required

A Minimum Of 2 Years Of Experience Is Required

Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies

Must also demonstrate strong written communication skills

Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions

Must also have strong organizational, planning and time management skills

The ability to deliver customer service in a high volume environment is required

Prior experience utilizing Microsoft Word, Excel, Outlook, and PowerPoint is required

This position requires the ability to work a split shift that may include evenings, weekends, holidays, and on-call assignments

Preferred

A bachelors degree is preferred

Knowledge of facilities concepts and a working understanding of facilities and grounds operations is preferred

Prior experience using SharePoint, Computerized Maintenance Management Systems (CMMS), and Integrated Workplace Management Systems (IWMS) is preferred