Support Center Coordinator

Hourly Range:

$22.02 per hour

About SMU

SMU's more than 12,000 diverse, high-achieving students come from all 50 states and 90 countries to take advantage of the University's small classes, hands-on research opportunities, leadership development, community service, international study and innovative programs. The University offers a strong foundation in the humanities and sciences and undergraduate, graduate and professional degree programs through eight schools.

Now in its second century of achievement, SMU is increasingly recognized for the ways it supports students, faculty and alumni as they become ethical leaders in their professions and communities. On the most beautiful college campus in the country, SMU Mustangs are energized by unbridled opportunities - from teaching, learning and research to creativity, performance and athletic endeavor.

About the Position:

Responsible for troubleshooting and triaging facilities calls and work request issues. Taking calls, processing work requests, following up with campus partners to obtain all critical information related to their work request, triaging issues that are routed to the Support Center and routing successfully vetted requests to the appropriate department for completion. Responding to facilities questions and problems encountered via support center channels. Participation in career development activities to expand knowledge through technical and professional training. Providing this support with good customer service delivery.

The goal is to assure the high quality of our operations and services aiming to the long-term success of Maintenance and Grounds to accomplish the mission of Facilities Planning and Management and the University.

Support the management teams of the Department of Facilities Planning and Management.

Essential Functions:

• Responsible for troubleshooting and triaging facilities calls and work request issues. Taking calls, processing work requests, following up with campus partners to obtain all necessary critical information, triaging issues that are routed to the Support Center and routing successfully vetted requests to the appropriate department for completion.
• Assist all Director's, Associate Director, and Managers with Tracking relevant data to support analysis of support center call volume, computer database submissions, build spreadsheets for tracking purposes, and general facilities operations. Attend meetings as requested, assist with administrative and front desk duties, and field visits on or off Campus.
• General maintenance department support. Assist other departments within Facilities with staff events, inventory with Lock shop and in the Warehouse, and track Lock shop inventory.
• Responsible for on-call support, flexible schedule, weekends, and Holiday's to help support the Facilities Operations.
• Other duties as assigned

Education and Experience:

High school degree or equivalent is required.

A minimum of two (2) years of experience providing customer service is required.

Knowledge, Skills and Abilities:

Candidate with facilities concepts with a working knowledge of facilities and grounds operations is desired. Candidate must have working knowledge of MS word, MS Projects, MS Excel, Outlook, PowerPoint, SharePoint, IWMS and CMMS.

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.

This position includes a split shift that includes evening, weekend, Holiday's, and on-call.

Physical and Environmental Demands:

• Sit for long periods of time

Deadline to Apply:

08/26/2024

EEO Statement:

SMU will not discriminate in any program or activity on the basis of race, color, religion, national origin, sex, age, disability, genetic information, veteran status, sexual orientation, or gender identity and expression. The Executive Director for Access and Equity/Title IX Coordinator is designated to handle inquiries regarding nondiscrimination policies and may be reached at the Perkins Administration Building, Room 204, 6425 Boaz Lane, Dallas, TX 75205, 214-768-3601, accessequity@smu.edu .

Benefits:

SMU offers staff a broad, competitive array of health and related benefit s. In addition to traditional benefits such as health, dental, and vision plans, SMU offers a wide range of wellness programs to help attract, support, and retain our employees whose work continues to make SMU an outstanding education and research institution.

SMU is committed to providing an array of retirement programs that benefit and protect you and your family throughout your working years at SMU and, if you meet SMU's retirement eligibility criteria, during your retirement years after you leave SMU.

The value of learning at SMU isn't just about preparing our students for the future. Employees have access to a wide variety of professional and personal development opportunities , including tuition benefits .