Call Center Analyst

Job Summary

Drexel University's Real Estate and Facilities department is seeking a qualified candidate to provide support to the Facilities Business Operations staff and serve as the Call Center Analyst. This includes, but is not limited to, assisting with call center and work order system operations. The Call Center Analyst will follow standard operating procedures to provide a high level of customer service to the university community. This position will also assist with routine data analysis and audits such as invoice review, entry, analysis and summary. This will aid point in time comparisons and projections for future years.

Essential Functions

• Generate work orders from incoming work requests, phone calls and emails after evaluating the request and deciding which repair centers and task codes are assigned. Contact appropriate manager with any high priority work orders after determining the level of urgency. Follow up as necessary to ensure issue has been resolved.
• Using Power BI and reports generated from current or prior years, develop point in time spend comparisons and project spend for the remainder of the year. Enter invoice data into tracking logs and setup systems to validate entered data.
• Close out work orders ensuring proper labor, supply and other costs are included. Troubleshoot as needed to verify charge back will post.
• Produce and audit periodic and ad hoc work order reports. Update tracking logs as needed including, but not limited to, call logs and shuttle statistics.
• Reconcile PCard transactions and provide required notes on the purchase. Ensure PCard receipts and statements of accounts are complete to the required standards.
• Assemble, review, investigate and follow up on orders using the University eProcurement System.
• Use knowledge of Microsoft 365, SQL, and other software options to propose and implement improvements and identify efficiencies within the Facilities O&M business operation.

Required Qualifications

• Minimum of bachelor's degree in data science or a related field OR the equivalent combination of education and work experience.
  
  
  
  • Please review the Equivalency Chart for additional information.
  
  
  
  
• Must have working knowledge of Microsoft Office Suite, especially Excel.

Preferred Qualifications

• Ability to adhere to a set schedule.
  Ability to communicate on verbal and written platform.

Physical Demands

• Typically sitting at a desk/table

Location

• University City - Philadelphia, PA

Additional Information

This is a Part-Time temporary position classified as Non-Exempt. The offered pay is based on the successful candidate's qualifications and experience, department budget, and an internal equity review.

For information about benefits, please review Drexel's Per Diem/Casual/Temporary Benefit Fact Sheet.

Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.