SPECIFIC DUTIES AND RESPONSIBILITIES
EXAMPLES OF ESSENTIAL FUNCTIONS
Responds to internal and external customers in a timely, accurate, courteous and empathetic manner representing OCPS in a positive light.
Serves as the initial contact point for OCPS Facility & Environmental Services customers to request service.
Determines when service requests are outside the functional responsibility of the Area Operations & Maintenance department, informs the customer, and assists in coordinating other Facilities & Environmental functions as needed to satisfy customer requests.
Initiates the facility maintenance work request/work order process.
Initiates customer notification regarding work start/stop/schedules/problems and status of work, material acquisition, contractor follow-up, etc.
Maintains detailed records of all calls made to the Area regarding operations & maintenance issues.
Develops and manages customer/caller relationships within Operations & Maintenance for the Area.
Determines the scope of service requests and their urgency based on specific criteria provided.
Responds in a timely, efficient manner to all customer inquires.
Informs management of potential problems.
Serves as the coordination point in the Area when an emergency call comes through.
Records customer feedback and notification.
Starts the process for new work.
Responsible for keeping up to date on current technology, as job appropriate, being used by OCPS. With the support of the district, attends training to ensure skill level in various technologies is at the level required to perform in current position.
Responsible for timely and accurate information they maintain as part of their job responsibilities.
Performs other relevant duties and responsibilities assigned by the Senior Operations & Maintenance Supervisor, Work Control.
The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.
MARGINAL FUNCTIONS
While the following tasks are necessary for the work of the unit, they are not an essential part of the purpose of this position and may also be performed by other unit members.
Distribute mail for shops and areas.
Sort and distribute paychecks.
Assist employees with questions regarding benefits and pay.
MINIMUM TRAINING AND EXPERIENCE
A High School Diploma or GED is required. A strong background in customer service/related experience in stressful situations; and at least one (1) year of experience in a call center or customer service environment is required. Ability to understand facility management and basic construction concepts and terminology. Ability to simultaneously handle multiple, dissimilar tasks in a single work period. Ability to communicate very effectively verbally and in writing. Ability to listen. Ability to pay attention to detail. Exceptionally strong customer service skills. Ability to prioritize key issues. Determines, when appropriate, whether over-the-phone technical advice may solve the problem and either gives such advice or arranges for technical expert to do so. Ability to use computers and work processing software. Ability to find or collect, absorb, filter, store and distribute large amounts of information.
APPLICANT MUST BE PUT THROUGH A LEVEL 2, JLA CLEARANCE AS THIS IS A SCHOOL BASED POSITION. APPLICANT WILL ALSO NEED TO PASS A DRUG TEST PRIOR TO JOB START.