Call Center Agent II

Call Center Agent II

Job No: 535909
Work Type: Staff Full-Time
Location: Main Campus (Gainesville, FL)
Categories: Facilities Operations/Skilled Trades, Veteran's Preference Eligible
Department: - FS-OPER WORK MANAGEMENT

Job Description

Classification Title:

Call Center Agent II

Classification Minimum Requirements:

Associate's degree; or a high school diploma or equivalent and two years of relevant experience. Appropriate college coursework or vocational/technical training may substitute an equivalent rate for the required experience.

Job Description:

Provides Customer Service and receives work, event and outage requests via telephone, electronic mail, web form mail and walk-ins and enters the work requests into the Integrated Work Management System (IWMS) - AiM. Assigns the work requests to the appropriate shop and assists all customers in the resolution of job related problems, requests, job status, complaints, and inquiries. May monitor Building Automation System (BAS) to assist with communications to technicians and customers on status of outages.

Determines job priority and uses independent judgment in applying fiscal, operational, and procedural guidelines in assigning the work requests to the proper shop for execution. Enters work requests into the CMMS - AiM. Processes work requests, by reviewing for completeness, accuracy, and distribution according to established procedures and protocols. Interprets rules and procedures to facilitate expeditious handling and customer service. Maintain queries of open/closed job files. Maintain job, telephone, off shift logs for further reference and or reports. Communicates emergency information to leadership via text to ensure awareness.

Primary contact for coordination of one or more departmental processes and administrative tasks including but not limited to: Campus Event Services provided by Facilities Services, Outage request process, EH&S protocols, coordination of the State Fire Marshall Fire Code Correction Citations, maintenance of AiM customer contact data, new hire training, maintenance of job aids. Acts as backup for additional departmental processes in the absence of colleagues.

Partner with Facilities Services Project Team and IT to test new systems, trouble shoot and restore service by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures primarily for Facilities Services maintained mobile devices, Integrated Work Management System (IWMS) AiM, and the GatorWorks customer request system.

Other Duties as assigned Performs other related, work duties, as requested and required.

This position requires a Class E State of Florida Driver's License.

NORMAL WORK SCHEDULE:

Shifts are Monday thru Friday, between 7:00am and 5:00pm depending on phone coverage needs.

An On Call shift is required in one to two week rotations with other Operations Specialists(this usually occurs after six months of probation/training).

This is a 365 day and 24 hour operation.

Mandatory shifts apply, as needed, for emergency or weather related events.

Expected Salary:

$18.75 Hourly based on experience.

Required Qualifications:

Associate's degree; or a high school diploma or equivalent and two years of relevant experience. Appropriate college coursework or vocational/technical training may substitute an equivalent rate for the required experience.

This position requires a Class E State of Florida Driver's License.

Preferred Qualifications:
Strong Interpersonal and customer service skills, with campus students, campus staff, coworkers and the general public. Ability to retain multitude of knowledge, think logically, analyze and solve problems. Ability to interpret technical information relating to computer hardware and software. Handle multiple phone lines and possess excellent typing and accurate data entry skills. Positive attitude and ability to multitask and work independently.

Special Instructions to Applicants:

In order to be considered, you must upload your cover letter and resume.

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

Health Assessment Required:
No

Applications Close: 28 May 2025

To apply, visit

Our Commitment:
The University of Florida is an Equal Employment Opportunity Employer.

Hiring is contingent on eligibility to work in the U.S. The University of Florida is a public institution and is subject to all requirements under Florida Sunshine and Public Record laws. If an accommodation due to a disability is needed to apply for this position, please call 352-392- 2477 or the Florida Relay System at (TDD) or visit Accessibility at UF.

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