Customer Service Representative

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Job Number:  J0822-0024

Job Title:  Customer Service Representative

Job Type:  Continuing Full Time

Department:  Facilities Management & Planning

Job Category:  Facilities Management and Planning

Number of Positions:  1

Date Posted (dd/mm/yyyy):  12/08/2022

Closing Date (dd/mm/yyyy):  18/08/2022

Salary (with Salary Rate):  0.00 - 26.46/Hour

Employee Group:  CUPE 910

Salary Level:  CUPE 910 - Customer Service Representative

Hours Per Week:  40

Date Position Available:  05/08/2022

Carleton is a smart, caring and connected community that inspires and empowers individuals to become change leaders who drive impact in the world. Carleton's faculty and staff strive to provide a superior learning experience for our learners who hail from every province and from over 100 countries around the world. Situated on a beautiful campus bordered by the Rideau River and Canal, Carleton is just minutes from the heart of our nation's government and enjoys easy access to the many organizations, associations and businesses which thrive in Ottawa.

• Respond to all internal and external requests for service as they relate to the University facilities
• Problem solve customer complaints and inquiries
• Assess priority of requests and dispatch appropriate trade/custodian/contractor or connect call to proper source for information (other department, etc)
• Create work orders for maintenance requests on Computerized Maintenance Management System (CMMS), Maximo, providing adequate detail to respond and carry out work, accurate contact information, proper accounts to charge and assign work to correct trade group
• Receive, distribute and file Hot Work Permits following the Department SOP
• Create DIN (Do It Now) work orders and assign and print for each trade group
• Close DIN Work Orders ensuring all labour and material is included, and proper ICB number is assigned to each batch
• Print periodic Preventive Maintenance (PM) work orders and provide to trade groups
• Promote a positive image of Facilities Management and Planning to all clientelle
• Act as a backup for the Storekeeper in Central Stores and Receiving during absences
• Receive trouble calls for elevators, pest control and waste removal contact appropriate contractor for service
• As part of the Custodial Quality Assurance Program, capture information required to appropriately respond to issues
• Other duties as assigned

The incumbent must possess the following qualifications:
• Thorough understanding of computer operating systems and strong knowledge of the required computer software programs (MS Outlook, Maximo CMMS, MS Word, and MS Windows)
• Excellent data entry skills including ability to manipulate, calculate, and enter data accurately
• Basic understanding of structure, design, heating, plumbing, and electrical applications as related to building operations in order to interpret and understand the request and dispatch the appropriate personnel
• Good knowledge of various trade responsibilities and terminology in order to process and transfer the appropriate information to the work order to allow the work to be done efficiently and effectively
• Strong knowledge of the campus buildings and occupants
• Able to work independently and effectively as part of a team
• Able to operate in a fast paced and stressful environment
• Excellent interpersonal and organizational skills to deal with customers and staff
• Able to maintain a service oriented perspective while dealing with constant interruptions, both phone and in person
• Ability to receive goods which includes lifting heavy to moderate boxes or materials when backing up in stores/central receiving

The above is normally acquired through the completion of:
• Completion of Grade Twelve or equivalent

Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.

This position is required to work on campus. Exceptionally, since March 2020, many staff and faculty at Carleton University have been working from home in order to comply with public health requirements while continuing to provide services to support the operational functioning of the university. We are currently in the process of identifying positions that need to work on campus as part of our return to campus process. This position may be required to work temporarily remotely due to public health requirements or it may have been identified as one of the roles that are required to work on campus. If this position is required to work on campus, the successful candidate will be informed of the health and safety measures that are in place to ensure their safety on campus. If there is a requirement to work remotely (it is possible that there could be a requirement to work both remotely and on campus), the successful candidate will work with the manager to set up a remote work environment including discussing appropriate technology and requirements. Please note that once public health requirements permit, Carleton University will resume normal on campus operations and at that point there will be a timely notification provided by the manager and the requirement to working full time physically onsite will resume. Therefore, we are looking for candidates currently in or looking to relocate to the Ottawa area.

Additionally, Carleton University is continuing to maintain a safe work environment and requires mandatory vaccination against COVID-19 as per Public Health recommendations under the Reopening Ontario Act. As Carleton University requires that staff be available to attend on-campus meetings and to work, as required, in person, the successful candidate will be required to comply with this policy and be fully vaccinated before commencing employment. Subject to permitted exemptions under the Ontario Human Rights Code, if you are the successful candidate, your offer of employment will be conditional upon you attesting that you are fully vaccinated with a course of vaccines that have been approved by Health Canada and submitting appropriate proof of vaccination.

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