Operations Assistant, Integrated Facilities Management

Operations Assistant, Integrated Facilities Management

Department Overview

The Workplace Services (WPS) Department manages Pew's integrated facilities management portfolio, a state-of-the-art Conference Center, events and organizational continuity management. The department consists of the following core functions:
Conference and Events Services
Integrated Facilities Management (Office Administrative Services (OAS), Building & Engineering Services)
Organizational Continuity Management (Business Continuity Management)

Position Overview
The operations assistant is the face and voice for the Trusts' Philadelphia office. This is a shared position working 8.5 hours per day, 2 days per week, and every other Friday. This individual has responsibility to respond to callers, greet guests, assist in directing meeting attendees, and monitor office security in a manner that is polite, helpful, pleasant, and professional. The successful candidate for this position will have a service-oriented and professional demeanor, the ability to manage multiple tasks, and excellent administrative skills.

The operations assistant reports to the Manager, IFM, PHL.

Responsibilities

Operations Assistant:

• Answer all incoming calls to the main switchboard politely and pleasantly and direct calls to the appropriate person; answer incoming calls not answered directly by staff; take accurate messages and forward them as appropriate.
• Maintain sufficient knowledge of the procedures, programs and meetings held at the Trusts to properly route calls and answer basic questions accurately and thoughtfully.
• Maintain the Reception Procedures Manual for the front desk and train all appropriate staff on correct procedures for the reception desk.
• Greet visitors and notify staff of their arrival; direct visitors to telephones, restrooms and coat closets. Restock publications in the reception area.
• Assist in directing meeting attendees to the appropriate meeting room and providing assistance as needed.
• Maintain the reception area in a neat and orderly manner.
• Record holiday greetings and ensure relief operations assistant s are trained on how to program.
• Make supervisor aware of any unusual trends in call types or patterns.
• Review and process ServiceNow requests.
• Assist with Resource Scheduler in adding, deleting, and editing meetings and events.

Security:

• In consultation with the Manager, IM, PHL, serve as liaison with building security by providing them with information about suspicious activity, breaches of security procedures, and unusual situations.
• Assist with fire drills and evacuation processes.
• Submit a list of expected visitors for the next day to building security on the preceding afternoon and update as needed throughout the day.
• Maintain the electronic procedures manuals for Facilities and train all appropriate staff on correct procedures.
• Request access badges from Brandywine for new hires, and activate/deactivate as needed.

Meetings:

• Set-up food and beverages for meetings. Back-up Operations Assistant, IFM, PHL will provide reception coverage as needed.
• Set up and break down furniture for special meetings and events.
• On a daily basis, contact meeting hosts to verify usage, set-ups and food/beverage requirements. Make any necessary adjustments and notations.
• In coordination with other operations assistant maintain inventory of china, glass and flatware use for pantries and make recommendations to Manager, IFM, PHL for purchases.
• On a rotating basis with other members of IFM, clean refrigerators on a weekly basis and purge all refrigerators on the first Friday of each month.

Mailroom:

• Sort and distribute mail.
• Record and distribute FedEx and UPS packages.
• Fulfill supply orders.
• Clean desks and pack personal items for terminations.
• Set up new hires with access badges, nameplates, and standard supplies.
• Track inventory of office supplies and kitchen supplies.

Facilities:

• Monitor space for repair and housekeeping requirements throughout the day. Notify Manager, IFM, PHL as needed.
• Submit work requests in e-tenant as needed and notify rest of facilities staff.
• Walk space in morning and raise all shades from staff kitchen to Jefferson room.
• Participate in weekly meetings with Facilities and provide updates on key issues and needs as appropriate.
• Maintain back-up systems and cross-training as appropriate to assure smooth operations during peak periods and staff absences.
• Contribute to and participate in tasks and special projects as assigned including meetings.
• Participate in projects related to WPS across the Trusts as needed.

Impact:

• The Trusts' employees, grantees, visitors, and callers receive the highest quality customer service in person and on the phone.
• The Trusts' reception area is well maintained and secure.

Requirements

• High school diploma required, college degree preferred.
• Generally requires 1 year of experience; high school diploma or equivalent experience of operations assistant, administrative support or clerical experience required.
• Strong oral communication skills, specifically a polished telephone manner and ability to take detailed and thorough messages. Uses appropriate grammar.
• Maintains a customer service demeanor at all times. Responds to customers with the appropriate level of urgency. Asks questions to identify customer's needs or expectations in a pleasant and respectful manner. In completing his or her own tasks, continually considers the impact of those actions on the customer and is flexible to balance the customer's needs and the organization's needs.
• Ability to maintain professionalism in sensitive and difficult situations.
• Demonstrated organizational skills; ability to manage multiple projects and move quickly from one to another while maintaining thorough records. Ability to be flexible and balance competing priorities.
• Takes initiative to set priorities, meet deadlines, proactively solve problems as needed and possesses a strong work ethic.
• High detail orientation and an insistence on accuracy.
• Ability to understand organizational structure and work through administrative systems.
• Makes appropriate decisions or choices based on understanding alternative courses of action and potential repercussions.
• Solid judgment. Able to learn quickly. Proactive, independent problem solving ability making decisions after reviewing various courses of action.
• Able to work both in teams and independently cooperating with others to ensure deadlines are met.
• Proficiency with the Microsoft Office Suite of products with an emphasis on Word and Excel. Knowledge of electronic calendars (Outlook) required. Ability to use these skills to increase efficiency, enhance customer service and provide useful statistics and reports about the unit's operations.
• Knowledge of multi-line telephone operations.
• Familiarity with security systems a plus.

Total Rewards

We offer a competitive salary and benefit program, including: comprehensive, affordable health care through medical, dental, and vision coverage; financial security with life and disability insurance; opportunities to save using health savings and flexible spending accounts; retirement benefits to help prepare for the future; and work/life benefits to maintain a good balance.

The Pew Charitable Trusts is an equal opportunity employer, committed to a diverse and inclusive workplace. Pew considers qualified applicants for employment without regard to age, sex, ethnicity, religion, disability, marital status, sexual orientation or gender identity, military/veteran status, or any other basis prohibited by applicable law.