Customer Support Representative, Facilities Central

The Division of Safety & Operations brings together University Resilience, the GW Police Department, Facilities Buildings & Grounds, Facilities Planning, Construction, and Management, GWorld, Transportation and Fleet Services, and Events and Venues to better and more strategically support GW now and into the future. Given the many close connections and strong working relationships among these areas, this organizational structure streamlines university services, increases shared insights and collaboration, and optimizes GW resources.

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 Zone shops. This position reports to Manager, Facilities Central Call Center.

Duties include but are not limited to:

• Service Request Management:
  • Serve as the first point of contact for all incoming facility service requests via phone, email, or a computerized maintenance management system (CMMS).
  • Accurately log all requests into the CMMS (AiM), capturing essential information such as the requestor’s details, location, nature of the issue, and urgency level.
  • Prioritize work orders based on established protocols (e.g., emergency, urgent, routine).
  • Dispatch work orders to the appropriate maintenance technician, custodian, or third-party vendor.
  • Monitor the status of open work orders to ensure timely completion.
• Customer Service & Communication:
  • Provide excellent customer service to all staff, tenants, and visitors.
  • Communicate clearly and professionally with requestors, providing updates on the status of their requests and expected completion times.
  • Escalate complex or unresolved issues to the Helpdesk Supervisor or Facility Manager.
  • Notify building occupants of planned maintenance or service disruptions.
• Administrative & Data Management:
  • Maintain accurate and up-to-date records within the CMMS.
  • Generate and distribute reports on helpdesk activities, work order trends, and key performance indicators (KPIs) as requested.
  • Assist with the creation and maintenance of facility-related documentation, such as vendor contact lists and emergency procedures.
  • Conduct follow-ups with requestors to ensure satisfaction with completed work.
• Vendor and Internal Team Coordination:
  • Coordinate with internal maintenance teams to schedule and execute work.
  • Liaise with external vendors and contractors for specialized services (e.g., HVAC, plumbing, electrical).
  • Ensure all vendor work is scheduled and completed in accordance with service level agreements (SLAs).
• Perform other related duties as assigned. The omission of specific duties does not preclude the manager/supervisor from assigning duties that are logically related to the position.