Posting Details
Classification Information
| Position/Classification Title |
Administrative Support Assoc |
| Classification Type |
SHRA |
| Position required to work during periods of adverse weather or other emergencies: |
A - All Emergency and Pandemic On SIte |
| Minimum Experience/Education |
High School Diploma or equivalency; or demonstrated possession of the competencies necessary to perform the work. |
| Preferred Years Experience, Skills, Training, Education |
Proficiency with office equipment and work order software.
Experience with planning , estimating and scheduling.
Prior experience with Computerized Maintenance Management Systems (
CMMS) is preferred, but not required. |
| Required License or Certification |
n/a |
Position Overview
| Primary Purpose of Position |
The Facilities Customer Service Representative provides administrative support and customer service under the Director of Facilities Operations. The Representative dispatches the work activities of the Skilled Trades Department (Carpenters, Electricians, Locksmiths,
HVAC, Plumbers), Steam Plant, Steam Distribution, Housekeeping, and Grounds units. Additionally, the Representative operates Facilities Operations two-way radio system that accommodates approximately 60 handheld radios to maintain communication with all shop personnel; receives calls for emergency service via telephone and two-way radio with University and Facilities' personnel. This individual generates reports for scheduling purposes, prioritizes work orders, and determines if a situation warrants emergency dispatch of the appropriate craft. |
| Primary Function of Organizational Unit |
Facilities Operations is responsible for providing services relative to buildings and grounds maintenance, utilities, trash removal, recycling, pest control and moving and hauling. In addition, Facilities Operations has expanding responsibilities that include providing support services for the instruction and research programs to achieve the University's mission, goals and objectives. Facilities Operations maintains, improves and expands all campus buildings, campus image and educational opportunities for all people. More specifically, the functions involve energy conservation, building maintenance and repair, occupational safety and health, event planning, and equipment maintenance/repair, and housekeeping services to academic buildings and grounds, residence halls, farm buildings and auxiliary facilities. |
| Work Hours |
7am-4pm; Monday - Friday |
| Is this position eligible for a remote or hybrid work arrangement, consistent with university and state policies. |
On-site (Employees are primarily in the office and/or have a critical job requirement that requires dedicated office space on-site) |
Key Responsibilities and Related Competencies
| Required Competency |
Program Knowledge |
| Duties |
This position serves as support staff for training, maintenance and operations for Facilities Operations work order system, Mainsaver.
- Review work orders submitted by email or the online work request system, and input proper coding to allow the generating of a variety of reports.
- Close out completed work orders in Mainsaver by entering man-hours, purchase request numbers, cost and budget coding to allow for system query of historical data.
- Provide inner office support for the maintenance staff by assisting with the back log. Providing backlog management services. Assist with managing purchase orders associated with work order backlog items. This will include reaching out to contract service providers/contractors to get status of repairs and/or services. Provide customer service responses according to the SOP established for the work order process with Facilities.
- Perform duties also as a Data Entry Clerk by keying in work orders and dispensing to shop supervisors. Close completed work orders, compute reports and print preventative maintenance work orders.
- Serves as The Facility Operations Mainsaver/work order system Rep and coordinator with work order system provider MainSaver.
- Familiarity and knowledge of the Facilities Operations. Sufficiently addresses inquiries for information for and about Operations, its policies and procedures as well as direct callers accordingly.
- Serves as the department's administrative support specialist and will answer phones, manage calendars, schedule appointments; manage files and retrieve data as well as manage the workflow and business practices/procedures for department's main office. This position will serve as administrative support to the Director of Facilities operations with writing memos, updating SOP (standard operating procedures) for the skill trades staff and other disciplines under the management of the Facilities Director.
- Serve as of one of two members of a shared dispatch operation and customer service representatives to address inquiries for and about requests for services, emergency services, work order system, data entry, and policies and procedures for Facilities operations.
- Enters and extract data to generate work orders, monthly cost reports, backlog reports, history of building maintenance/repairs, etc.
- Maintains a file/computer system that allows for easy retrieval of data for reporting purposes.
|
| Required Competency |
Information/Records Administration |
| Duties |
Compile reports from lnfomaker (Work Order Backlog, Summary and Aging Detail): These reports are gathered from the request for services entered into the work order system. The information is retrieved from the date received, number of orders that each craft is backlogged, and the age of the work requests.
Generate and type monthly Skill Trades reports that include:
- # emergency and regular work orders
- # work orders completed by each craft
- total # work orders completed
- # work orders backlogged by each craft
- total # work orders backlogged
- # work orders received by each craft
- questions such as - arrived on timely basis, quality of work, work requests completed, clean up debris, rating scale, work satisfactory
- annual report of Skill Trades Dpt work orders
- emergency request for service log
- radio dispatch log
- elevator log
- work orders completed form
Maintains files for the garage, preventive maintenance, corrective work orders, and completed work orders. Maintains files in alphabetical order according to building and farm facilities (and then numerical position) with the most recent number appearing first; as well as a separate Preventive Maintenance file.
Generate Monthly Cost Report (
MCR) last 3 days of each month for review/approval by Facilities Operations Director and
AVC/Facilities; |
| Required Competency |
Verbal Communication |
| Duties |
- Constant communication via telephone and two-way radio with University personnel and Facilities personnel regarding emergency and non-emergency situations. Uses sound judgement in determining whether situations require emergency or non-emergency attention and dispatches appropriate craft.
- Notifies departments as to work order start and completion dates.
- Reports all known problems to the appropriate craft by two-way radio system to include base unit and all individual units.
- Maintains log of all radio transmissions from individual units to base.
- Call elevator and pest control contractors on state contract to provide service as needed in residence halls, academic and auxiliary buildings.
- Notify waste management services to remove, replace and empty waste containers throughout campus. Coordinate with Facilities contract administrator to manage process.
|
| Required Competency |
Office Technology |
| Duties |
- Serve as backup trainer for system users (online and Mainsaver) that includes Facilities' employees and University faculty and staff/building reps.
- Print out electronically generated work orders via on-line and dispense to the appropriate shop supervisors to include in scheduling work.
- Serve as liaison between craft supervisors and customers to provide status of work requests.
- Serves as the initial Facilities contact for problems with contracted office printers and leased Xerox printer and fax machines; places service calls and provides assistance to help resolve the issue.
- Uses ICOM two-way radio dispatch/base station to communicate with craftsmen and supervisors.
- Uses JBS Mainsaver using the LINK computer terminal for data entry and to generate work requests, backlog reports, and summary reports via Mainsaver Program.
- Uses computer, computer software, telephone, etc. daily to complete job responsibilities.
- Train new maintenance employees and University personnel on the proper procedures for receiving University services.
- Train Facilities Operations staff on the use of iPads and the online work order system.
|
| Required Competency |
Problem Solving |
| Duties |
DISPATCH
DUTIES
- Operate Facilities two-way radio system to maintain communications with all shops.
- Receive calls for emergency services via telephone and determine if situation warrants dispatching of the appropriate craft. Log calls and generate emergency work orders via data entry system. Dispatch module and dispense to correct crafts box.
- Report all known problems to the appropriate craft by two-way radio system to include base unit and all individual units.
- Maintain radio log of all radio transmissions from individual units to base.
|
| Required Competency |
Work Coordination |
| Duties |
SCHEDULING
DUTIES
- Notify departments as to the start and completion dates when requested in order for arrangements to be made within offices, classrooms, labs, etc. to evacuate premises, if necessary, while work is being done.
- Monitor and coordinate services from inception to closing. Communications have to be maintained with departments, coordinators, and purchasing to alleviate or solve any problems that may occur throughout the planning, implementation and closing of the job.
- Do random follow-up surveys by mail on completed service requests. Surveys must encompass at least 30% of all services completed by skilled trades.
- Generate monthly reports to include the number of: (a) emergency work orders; (b)regular work orders; work orders completed by each craft; (d) total work orders completed; (e) work orders backlogged by each craft; and (f) total number of works order backlogged.
- Generate and review service request backlog via computer by craft, building or other criteria as requested by the Assistant Facilities' Operations Director.
|
Position Information
| Working Title |
Cutomer Service Representative - Dispatch |
| Competency Level |
Journey |
| Position Number |
003916 |
| Recruitment Range |
$33,540 - $38,890 |
| FLSA |
Non-Exempt |
| Appointment Type |
Permanent - Full-time |
| FTE |
40 hours/week, 12 months |
| If Time Limited, Appointment Length |
|
| Organizational Division |
Asst VC Bus & Fin/Facilities |
| Organizational Location |
VC for Business & Finance |
| Organizational Unit |
AVC of Facilities - Office |
Posting Detail Information
| Posting Number |
SHRA2927 |
| Open Date |
05/22/2025 |
| Close Date |
06/08/2025 |
| Special Instructions to Applicant |
This posting is for two positions,
003916 and
004080.
You must complete and submit an electronic application for employment to be considered. Resumes will not be accepted in lieu of completing an electronic application.
Applicants seeking Veteran's Preference must attach a DD 214 form. Certificate of Release or Discharge from Active Duty with your application during the process of applying to the job posting. Final candidates are subject to criminal and sex offender background checks. North Carolina A&T State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. North Carolina A&T State University is an Equal Opportunity and Affirmative Action Employer. No one who applies or seeks employment will be denied admission to or employment at North Carolina A&T State University on the basis of race, religion, color, national origin, sex, age, disabling condition, veteran status, political affiliation, genetic information or sexual orientation and sexual identity.
Employee Benefits available to NC A & T permanent employees include the following and more:
- Accrued Vacation and Sick Leave for Eligible Employees
- Community Service Leave
- Aetna - State Health Benefits of North Carolina
- NCFlex - Vision, Dental, Flexible Spending Account, Life Insurance and more
- 12 Paid Holidays
- Teachers and State Employees Retirement System (TSERS)
- Optional Supplemental Plans - 401k, 403b, 457b and 457
- Employee Assistance Program (EAP)
- Campus Recreation Center Discount
- University Bookstore Discount
This position may be eligible for a remote or hybrid work arrangement, consistent with university and state policies. N.C. A&T employees are generally required to reside in North Carolina, within a 2-hour commuting distance of their assigned duty station.
|
| Quick Link |
https://jobs.ncat.edu/postings/37371 |
|
North Carolina Agricultural & Technical State University
$33,540 - $38,890
life insurance, flexible benefit account, paid holidays, sick time, 401(k), 403(b)
May 23, 2025