Sr. Facilities Operations Control Rep - Coral Gables Campus

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The Senior Facilities Operations Control Representative facilitates the smooth operations of facility functions by providing support to the operations of the service desk and providing outstanding customer service. Additionally, the incumbent mentors junior staff, and addresses the resolution of complex operations issues.

CORE JOB FUNCTIONS

• Enters and analyzes data, and prepares reports to present to appropriate managing staff.
• Ensures that alarm notifications received through electronic monitoring, security or email are accurately reported.
• Generates work orders from correspondence or phone calls received.
• Receives and responds to inquiries, questions or concerns.
• Facilitates work order control and management.
• Assists with training of less experienced team members.
• Maintains detailed and organized records of all relevant forms.
• Supports personnel in completing accident report forms.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS                                                                                           

Education:

High School Diploma or equivalent/relevant experience, certification or license

Certification and Licensing:

Refer to department description for applicable certification requirements

Experience:

Minimum 3 years of relevant experience required

Knowledge, Skills and Abilities:

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications. - Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job.

 Department Specific Functions

The Facilities Operations Control Representative serves as a liaison to students, faculty, staff, and Facilities team members to receive and assess reports of facilities-related matters on campus. The position independently evaluates information, determines the appropriate response, initiates work through the University’s work order management system, dispatches or schedules Facilities technicians, and promptly escalates urgent, complex, or high-risk concerns to the appropriate leader.

The more in-depth job duties and responsibilities of the Facilities Operations Control Representative include, but are not limited to:

Operational & Customer Service

• Answer phone calls from students, faculty and staff and take appropriate action for each call.
• Monitor incoming work order requests (online SRO website, departmental email, Microsoft Teams) so to generate work orders through the University’s work order management system and dispatching Facilities technicians to address requests.
• Assist in the communication of general maintenance, major repairs, and shutdowns in a timely, effective and efficient manner via various forms of communication, written and orally.
• Maintains consistent and effective communication to administration, management, and the field team on day-to-day operations, as well as responding to planned or unplanned issues, utility disruptions, or emergencies.
• Monitor alarm systems, including energy, fire alarm, and lift station systems; independently assess notifications, initiate the appropriate response, and promptly escalate life-safety, operational, or unresolved issues to managers, mechanics, contractors, or emergency partners as appropriate.
• Exercise sound judgment to evaluate the urgency, operational impact, and potential risk of incoming requests; establish priorities and determine the appropriate course of action with limited supervision.
• Identify patterns, recurring failures, service gaps, and emerging concerns; document relevant facts and escalate issues through the appropriate chain of communication before they affect safety, service continuity, compliance, or the customer experience.
• Maintain ownership of assigned incidents and service requests through resolution, including timely follow-up, status communication, accurate documentation, and handoff to the next shift or responsible team when needed.
• Performs quality assurance review or work orders to ensure accuracy in work order components (i.e. work order types, account numbers, comments, status, etc.)
• Resolve customer complaints or answer customers' questions regarding Facilities-related matters, including following-up on survey responses.
• Serves as a liaison to students, parents, faculty, and staff regarding Facilities-related matters and status of work orders.
• Works closely with University-approved contractors (i.e., Environmental Services, elevator maintenance contractor, etc.) to dispatch issues and follow-up on status as needed.
• Evaluate and assign proper Access Control levels to online requests for appropriate routing through approval process.
• Notify on-call leader and mechanics of after-hour emergencies and communicate timelines for incidents, corrective actions, and resolutions.
• Generate and send end of shift reports to inform Facilities team members of activities that transpired throughout the shift.
• Supports the creation of the on-call roster and the notification process. Distribute the on-call roster weekly via email and make changes to roster as needed.
• Prepare & distribute holiday schedules for Facilities Operations and coordinate appropriate levels of coverage for business continuity.
• Participates in departmental meetings and other University initiatives as requested.
• Serves as an integral member of the University’s plan for disaster preparation and recovery.

• Position is essential personnel. Must be able to perform shift work, to respond to after hour’s emergency call-in, and work in environments out of normal duties as needed.
• Other duties as assigned.

Education:

High School diploma or equivalent required. Associate degree preferred.

Experience:

• Three (3) to five (5) years of relevant experience in facilities operations, customer service, dispatch, call center operations, emergency communications, administrative operations, or a related field.
• Demonstrated experience using sound judgment, resolving problems, coordinating across teams, and communicating effectively with customers and operational personnel.

Knowledge, Skills and Attitudes:

• Proficiency with Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams. Experience with a computerized maintenance or work order management system preferred.
• Ability to independently assess competing demands, establish priorities, make timely decisions, and manage multiple active issues in a fast-paced environment.
• Strong written and verbal communication skills, including the ability to convey clear, concise, and accurate information during routine operations, service disruptions, and emergencies.
• Ability to collaborate effectively while also working independently with limited supervision and within established policies, procedures, and escalation protocols.
• Demonstrated accountability, follow-through, and ownership of issues from initial report through resolution or formal handoff, with a commitment to continuous improvement.
• Demonstrated initiative, independent thinking, and sound judgment, including the ability to recognize when an issue exceeds established authority or presents elevated operational, safety, compliance, reputational, or customer-service risk and must be escalated.
• Strong attention to detail and ability to maintain accurate, complete, and timely records, work orders, incident notes, and shift reports.
• Ability to remain composed, organized,  and service-focused when handling urgent calls, alarms, outages, competing priorities, or sensitive customer concerns.
• Ability to identify incomplete or conflicting information, ask targeted questions, verify critical details, and select an appropriate response or escalation path.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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