The George Washington University · 1 day ago
Senior Customer Support Representative, Facilities Central
Washington, DC
Full-time
Onsite
Mid, Senior Level
$21.91/hr - $28.41/hr
1+ years expThe George Washington University is a prominent educational institution seeking a Senior Customer Support Representative for their Facilities Central Unit. This role is responsible for managing maintenance service requests and ensuring high-quality customer service while coordinating with vendors and contractors.
Higher Education
No H1B
Responsibilities
Advanced Issue Resolution: Act as the first point of escalation for complex or high-priority facility-related issues that cannot be resolved by Level 1 coordinators
Work Order Management: Independently manage and track the full lifecycle of work orders using a Computerized Maintenance Management System ( CMMS ) or similar software. This includes creation, assignment to internal staff or external vendors, tracking progress, and ensuring timely completion
Vendor and Contractor Coordination: Serve as a primary liaison with external vendors and contractors for maintenance, repairs, and project-based work. This includes scheduling, monitoring performance, and ensuring compliance with company standards
Customer Service Excellence: Provide high-quality, professional, and courteous service to all internal and external customers. Communicate effectively regarding the status of requests, estimated resolution times, and follow-up actions
Process Improvement: Identify and recommend improvements to helpdesk procedures, workflows, and documentation to enhance efficiency and service quality. Assist in developing standard operating procedures (SOPs) for common facility issues
Reporting and Analysis: Generate reports on helpdesk performance metrics, including response times, resolution rates, and common issues. Analyze data to identify trends and inform strategic decisions for facility management
Knowledge Base Management: Contribute to and maintain the helpdesk knowledge base, creating new articles and updating existing ones to help both Level 1 coordinators and end-users
Emergency Response: Participate in the coordination of emergency facility issues (e.g., power outages, leaks, security breaches) and ensure prompt and appropriate action is taken
Working Conditions: This is typically an office-based role, but may require occasional visits to different areas of the University
The role may require on-call availability or a flexible schedule to handle after-hours emergencies
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
Qualification
Required
High school diploma/GED plus 1.5 years of relevant professional experience, or a Bachelor's degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience
Ability to manage and track the full lifecycle of work orders using a Computerized Maintenance Management System (CMMS) or similar software
Ability to provide high-quality, professional, and courteous service to all internal and external customers
Ability to communicate effectively regarding the status of requests, estimated resolution times, and follow-up actions
Ability to identify and recommend improvements to helpdesk procedures, workflows, and documentation
Ability to generate reports on helpdesk performance metrics and analyze data to identify trends
Ability to contribute to and maintain the helpdesk knowledge base
Ability to participate in the coordination of emergency facility issues
Ability to work independently with minimal supervision as well as collaborate effectively within a team
Ability to handle difficult situations and resolve conflicts professionally
Strong organizational and time-management skills with the ability to prioritize multiple tasks
Excellent problem-solving and critical-thinking abilities
On-call availability or a flexible schedule to handle after-hours emergencies
Preferred
Associate's or Bachelor's degree in a related field (e.g., Facility Management, Business Administration)
2-4 years of experience in a facility helpdesk, customer service, or a similar role, with at least 1-2 years at a Level 1 or equivalent position
Proficiency with CMMS software (e.g., ServiceNow, AiM, Maintenance Connection)
Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook)
Familiarity with facility systems and common maintenance issues (e.g., HVAC, plumbing, electrical, security systems)
Exceptional communication skills, both written and verbal
Certification in a relevant field (e.g., FMP, CFM)
Experience with a multi-site or large-scale facility environment
Knowledge of health and safety regulations (e.g., OSHA)
Benefits
Medical
Dental
Vision
Life & disability insurance
Time off & leave
Retirement savings
Tuition
Well-being
Various voluntary benefits
Company
The George Washington University
The George Washington University
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Doowuese Igbazua
Co-Founder & President, GW- Design Student Association
Mark Hanson
Co-Founder and Co-Director, Health Experiential Design Studio (HealthXDS)
Recent News
2025-05-02
2025-04-14
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