Facilities Service Agent

6 months ago

Saskatoon, Canada University of Saskatchewan Full time

**Facilities Service Agent**:
**Primary Purpose**: To provide exceptional customer service to the university community and support administrative and business processes within Facilities. This position is front-facing to the campus community and often the first point of contact for customers interacting with Facilities to report problems and request services. The incumbent will seek to understand service needs, probe effectively, route issues and requests, and connect customers to appropriate resources. This role will respond to questions by accessing information through integrated technologies, offer self-service assistance, and provide follow-up as required.

**Nature of Work**: This role reports to the Manager, Business Operations and Innovation, and operates as part of a team responsible for providing support to Facilities customers, staff, and leadership. The Facilities Service Agent fields inquiries from campus customers, Facilities staff, and related units via phone, radio, electronically, and in-person, and responds to general facilities-related questions and requests for information. Working with mínimal supervision, the Facilities Service Agent relies on defined workflows and guidelines to perform intake and triage of requests and problem reports, and to route those requests within Facilities for review, prioritization, and execution, primarily through the use of the integrated work management system. The Facilities Service agent provides support for distributing Facilities communications to the campus community, issuing and returning keys, and routine operational administrative tasks.

This role is occasionally under pressure to address emergent issues and meet deadlines, working in an environment with frequent interruptions, challenging situations, and shifting priorities. The incumbent is expected to multi-task, manage competing deadlines, and handle requests and inquiries independently within defined guidelines and protocols. The Facilities Service Agent understands the importance of establishing and maintaining professional relationships, collaborating, working in teams, and providing excellent customer service.

**Accountabilities**:

- Triage requests from the campus community and ensure that all requests, including general inquiries, work requests, and urgent/emergent issues are appropriately routed within Facilities or to related units (e.g. Strategic Programs Office).
- Probe for complete understanding of all inquiries and work requests.
- Create and update work orders in the work management system as initiated by customers, Facilities staff, and staff in related units (e.g. Strategic Programs Office).
- Provide accurate data entry in the work management system, including categorization of requests and work orders and account information.
- Exercise judgment and use discretion when resolving questions or referring enquiries for advanced support.
- Dispatch Facilities personnel when required to facility-related problems for investigation or resolution.
- Liaise with colleagues and stakeholders to ensure seamless and efficient resolution and/or routing of outstanding customer service requests or associated processing.
- Perform administrative and data entry functions in support of internal processes such as preventive maintenance routines, metrics, and other transactional and operational demands.
- Support requests for new keys and key returns through data entry functions in the key shop system.
- Create and distribute communications when requested in support of operational and maintenance activities, such as for building service disruptions.
- Assist customers to understand processes, procedures, and self-serve functions.
- Contribute to the creation and development of process and knowledge documentation for both internal and customer use.
- Contribute to customer service and process improvement by providing feedback to Manager, Business Operations and Innovation, and other internal stakeholders.
- Perform related duties as required.

**Qualifications**

**Education and Experience**:

- Completion of a relevant post-secondary program with a minimum of one year of related experience within a customer-oriented workplace. An equivalent combination of applicable education and experience will be considered for this position.
- Client service experience including the use of a case or work management system is an asset.
- Experience managing customer relationships and resolving dissatisfied or difficult customer issues.
- Experience in a trade environment is an asset.

**Experience**:

- Experience with work management software and asset management would be considered an asset.
- Familiarity and experience in a trade, construction, or manufacturing environment is considered an asset.
- An equivalent combination of education and related experience will be considered for this position.

**Skills**:

- Effective verbal, written, and interpersonal communication skills.
- Ability to respond to custo

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