Facilities Service Center Specialist I

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Work type:Support Staff
Pay Grade: 10
Major Administrative Unit / College: Infrastructure Planning And Facilities
Department: Ipf Bldg Serv Business Office 40001038
Sub Area: CT- Clerical Tech.
Salary: 22.53 - 28.15 Salary Commensurate with E
Location:East Lansing
Categories:Operations Services, Skilled Trades, Clerical Technical- CT, Full Time (90-100%), Union, Remote-Friendly

Facilities Service Center Specialist I

Salary:  $22.53 starting hourly pay rate, commensurate with experience. MSU Benefits - Free comprehensive health care for you and your family as well as a 10% contribution toward your retirement; Generous sick, vacation, personal and holiday time; Eligible to work a partial remote schedule, no more than two (2) days per week. Regular attendance is required to meet business and customer needs.

The ContactIPF Facilities Service Center Specialist I serves a key role in connecting customers with IPF team members in various requests, inquiries, and emergency events as appropriate.  The Specialist I represents the University through the delivery of customer focused, personable, high-quality, accurate and timely service. This position will work collaboratively with the Work Management and Business Office teams within the Facilities Service Center to execute various key processes to create work requests, dispatch IPF staff to worksites, and help maintain important campus records and files. This position will also be included in after-hour on-call rotation to support after-hour emergency calls to begin routing key IPF personnel to report to campus in support of an immediate emergency. 

Key partner call center or similar operations include ContactMSU, IPF Central Control, Department of Public Safety Security Operations Center, and the TB Simon Power Plant control room.  

This position will work on second shift - Monday through Friday - 4:00pm to 12:30am, with the possibility of moving to first shift in the future.

Essential Job Duties and Responsibilities:
40% - Process inbound and outbound requests in a timely manner.  Identify customer needs, research issues, resolve complaints, and provide timely solutions.  Maintain ownership throughout the life cycle of the caller’s request, including follow-up and engaging escalation teams as needed. 

40% - Create and maintain information for key processes within IPF and across campus to document best practices and increase efficiencies to better serve students, faculty, support staff, researchers, visitors, the general public and the East Lansing community.  

10% - Collaborate with campus teams to share knowledge, approaches and methods to process information and customer requests.  Helps with the overall management of call center information to improve operations.  

10% - Support campus throughout emergency responses.  Help synchronize responses among IPF, campus, and emergency personnel to quickly address disaster and crisis situations. Respond to radio emergency alerts, central control alarms, or other communication methods to ensure timely and effective response.
This position will engage in high performing, leading edge practices, valuing people, partners and stewardship. At IPF, we are committed to fostering an equitable, inclusive culture; engaging and hiring a diverse workforce.

Knowledge normally acquired through a high school education; one to three years of related and progressively more responsible or expansive work experience in a call/contact center, dispatching, answering service, or closely related area; experience in the use of web browsing, e-mail applications, office applications and social media; experience in customer service; or an equivalent combination of education and experience.

Knowledge of software and technology used to manage customer inquiries and/or service requests also known as integrated work management systems such as Planon and Genesys.  Strong communication skills (phone and verbal).  Ability to multi-task, evaluate priorities and handle various levels of stress.

A creative and innovative lifelong learner with the ability to communicate effectively with a diverse population; able to problem solve within a collaborative team environment; ability to understand different perspectives while utilizing expert knowledge of the technical operations of the job.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Resume

Monday – Friday, 40 hours per week.  Work shifts to be determined.  Will be included in after-hour on-call rotation to support after-hour emergency calls to begin routing key IPF personnel to report to campus in support of an immediate emergency. 

Monday through Friday -   6:00am to 2:30pm
Monday through Friday -   9:30am to 6:00pm
Monday through Friday -   4:00pm to 12:30am

Hybrid is expected.  No more than two (2) days remote work each week. When forecasting potential weather events which may require IPF emergency response, employees assigned to after-hour on-call rotation will be required to work on-site to ensure teams abilities to have power and access to software systems vital to managing the call center and routing IPF personnel during emergencies.

Monday – Friday, 40 hours per week. Work shifts to be determined. Will be included in after-hour on-call rotation to support after-hour emergency calls to begin routing key IPF personnel to report to campus in support of an immediate emer

www.ipf.msu.edu

MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.

Advertised:May 15, 2024 Eastern Daylight Time
Applications close:May 28, 2024 Eastern Daylight Time