Purpose:
The incumbent responds to the University Community's routine and emergency requests for service by dispatching Facilities Services staff. On a day to day basis, the Work Control Centre Customer Service Representative gathers and relays complete and accurate information and directs Facilities Services staff to proper locations to ensure quality and timely service. Additionally, the incumbent records critical information into the computerized maintenance management software and performs clerical functions in support of Facilities Services operational departments.
Education:
High school diploma or its equivalent (GED)
Experience:
Minimum one (1) to two (2) years of experience that must include: One year customer service experience in a call centre and/or dispatcher type-environment Six months' experience in a position where the primary duty was data entry into an electronic database where accuracy was essential. Six months' experience operating a multi-line phone system. Experience using Maximo or similar maintenance record system preferred.
Skills:
- Demonstrated ability to maintain composure and work accurately, efficiently and calmly in emergency/high pressure situations
- Proven ability to handle high volume of calls for service (up to 60 calls/hr)
- Excellent customer service skills
- Effective communication skills including the ability to communicate clearly and succinctly. Deal with individuals with tact, diplomacy and courtesy
- Ability to follow written and verbal instructions
- Keyboarding at a minimum 50 wpm with high levels of accuracy.
- Basic computer skills including the use of database, word processing, spreadsheet and presentation applications.
- Familiarity with Microsoft Visio
- Demonstrated initiative and ability to attend accurately to detail
- Strong organizational skills
- Ability to be a team player and work toward common goals
- Demonstrated ability to establish and maintain effective working relationship with those contacted in the course of work, including the University community and general public
- Effective interpersonal skills
- Demonstrated ability to operate multi-line phone system
- Knowledge of the university environment
Additional Notes:
Hours of work: Monday to Friday, 7:00am-3:00pm and 8:00am to 4:00pm (weekly rotating shift) Summer: Same
Requests to work overtime may occur during peak periods.
Peak periods for this position: Beginning of academic terms.
Vacation restriction: September and January
Location: This position will operate out of the Keele Campus and include travel between Keele, Glendon, and Markham campuses as required.
If you are a current York University employee in the YUSA-1 bargaining unit and/or are using your job posting rights under the collective agreement to view and apply for jobs, you must apply through the Employee Career Portal - YU Hire to be considered an internal applicant.
As per Article 12.02(f) of the YUSA-1 Collective Agreement, to be considered an internal applicant, employees in the YUSA-1 bargaining unit must submit the application 5 working days following the first day of posting. This is referred to as the 'Posted Date' on the job posting. Please refer to the 'Posting Intent' on the job posting.
The University welcomes applications from all qualified individuals, including, but not limited to women, persons with disabilities, visible minorities (racialized), Indigenous Peoples and persons of any gender identity and sexual orientation. York University is committed to a positive, supportive and inclusive environment.
York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.
We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community. Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.
York University employees must apply to jobs through the Employee Career Portal - YU Hire. If you are a current York University employee and/or are using your rights under a collective agreement to view and/or apply to jobs, you MUST log into YU Hire to access the York University Employee Career Portal.
PLEASE NOTE: This job posting is for an existing vacancy. Applications must be received by 11:55 pm EST on the posted deadline date, if applicable. Posting deadlines can be updated, or modified, at any time based on hiring needs. Please refer to the York U Career Portal when confirming posting deadlines.
