Customer Support Rep, Facilities Central

Washington D.C.
May 25, 2022
Jun 29, 2022
Career Level
Entry Level
Full Time

Facilities is a department under the Executive Vice President and Treasurer’s portfolio, manages and maintains GW’s property and grounds on all three of GW’s campuses. This includes housekeeping, routine and emergency maintenance, moving services, pest control, project management, life safety upkeep, HVAC repairs, grounds maintenance, and recycling/waste management.

The Facilities Central Unit, part of the Service Delivery & Property Management Team, is the hub of Facilities Maintenance and Property Management. The Customer Support Representative, Facilities Central, is responsible for facilitating and responding to all maintenance service requests submitted by students, faculty, and staff 24/7. The Customer Support Representative, Facilities Central will utilize the Asset and Inventory Management System (AIMS) and FixIt systems to provide quality customer service to Trades Workers in various Trades’ shops. This position reports to Manager, Facilities Central.

Duties include but are not limited to:
Answer incoming work requests calls. Assist customers with questions, concerns and problems. Offer troubleshooting assistance and temporary resolutions to emergency calls or urgent requests.

Direct customers to submit work requests online using the entry form through FixIt for routine work. Guide customers through the process of submitting requests for all categories of work.

Follow specific operating procedures as identified by management to review Customer Service Approval Queue to verify details, accuracy, and thoroughness of work requests submitted by customers. Call customer to obtain more information when necessary.

Submit and delegate verified and reviewed emergency work requests/calls in the AIMS.

Assign requests to the supervisor-designated callout responders for the relevant shops.

Appropriately escalate Customer Service Requests based on the status of importance.

Perform customer satisfaction calls and initiate follow up actions if necessary.

Administer the policies and processes of checking in and checking out keys for all needs including staff use, contractor use and student use. Confirm contractors are on an approved list of companies that have completed the background clearance requirements prior to checking out keys. Ensure that all persons checking out keys are aware of and understand the procedures in place.

Perform other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

Minimum Qualifications: Qualified candidates will hold a high school diploma/GED, or, a Bachelor’s degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Preferred Qualifications: 

Prior experience working in AiM or an equivalent relational CMMS (computer maintenance management system) database.

Prior customer service experience in one of the following: Higher education facility, hospitality industry, housing facility, residential and commercial dispatch center, or equivalent.

Demonstrated proficiency and expertise using technology & possess strong organizational skills.

Strong communication skills (verbal and written).

Excellent time management proficiency.
Microsoft office expertise (Word, Excel, PowerPoint, Access).

Self-motivated and mature, demonstrating a sincere interest in working with students and internal staff.

Ability to perform accurate data entry of 35-40 wpm.

This position requires an individual with the following characteristics:
• Commitment to GW’s values;
• Intellectual, professional and a person of integrity;
• Honest, with the highest ethical standards;
• Passionate, collaborative, strategic, and smart with a hands-on, roll-up-the-sleeves orientation;
• Ability to work independently. Self-starter; hard worker. Takes initiative; very high energy;
• Personally accountable. Assumes ownership, control and accountability for all areas of responsibility and commitments made to others;
• Sincere, open, and direct communicator. Puts organizational interests above self-interests and is comfortable expressing candid opinions;
• Highest levels of responsiveness;
• Combination of strong intellect that is combined with a practical and realistic common sense understanding of how to get things done;
• Ability to demonstrate initiative, a strong desire to succeed and exert the extraordinary effort often required;
• Ability to work in a fast-paced, high growth, entrepreneurial environment;
• Ability to work with faculty and staff in a respectful way;
• Establish trust and credibility with institutional leadership and across the University;
• Seeks “win-win” solutions to help foster continued integration and collaboration;
• Flexible and receptive to change; and
• A positive “can-do” attitude

Apply to:

The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.