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Working/Functional Title

Facilities Service Center Specialist I

Position Summary

Salary:  $22.53 starting hourly pay rate, commensurate with experience. MSU Benefits - Comprehensive health care for you and your family as well as a 10% contribution toward your retirement;  sick, vacation, personal and holiday time; Eligible to work a partial remote schedule, no more than one (1) day per week after successful completion of the probationary period.   Regular attendance is required to meet business and customer needs.

The ContactIPF Facilities Service Center Specialist I serves a key role in connecting customers with IPF team members in various requests, inquiries, and emergency events as appropriate.  The Specialist I represents the University through the delivery of customer focused, personable, high-quality, accurate and timely service. This position will work collaboratively with the Work Management and Business Office teams within the Facilities Service Center to execute various key processes to create work requests, dispatch IPF staff to worksites, and help maintain important campus records and files. This position will also be included in after-hour on-call rotation to support after-hour emergency calls to begin routing key IPF personnel to report to campus in support of an immediate emergency.  Key partner call center or similar operations include: ContactMSU, IPF Central Control, Department of Public Safety Security Operations Center, and the TB Simon Power Plant control room.  

This position will work part time - 20 hours per week (two 10 hour shifts on Saturday and Sunday).

Essential Job Duties and Responsibilities: 40% - Process inbound and outbound requests in a timely manner.  Identify customer needs, research issues, resolve complaints, and provide timely solutions.  Maintain ownership throughout the life cycle of the caller's request, including follow-up and engaging escalation teams as needed. 

40% - Create and maintain information for key processes within IPF and across campus to document best practices and increase efficiencies to better serve students, faculty, support staff, researchers, visitors, the general public and the East Lansing community.  

10% - Collaborate with campus teams to share knowledge, approaches and methods to process information and customer requests.  Helps with the overall management of call center information to improve operations.  

10% - Support campus throughout emergency responses.  Help synchronize responses among IPF, campus, and emergency personnel to quickly address disaster and crisis situations. Respond to radio emergency alerts, central control alarms, or other communication methods to ensure timely and effective response.     This position will engage in high performing, leading edge practices, valuing people, partners and stewardship. At IPF, we are committed to fostering an equitable, inclusive culture; engaging and hiring a diverse workforce.

Minimum Requirements

Knowledge normally acquired through a high school education; one to three years of related and progressively more responsible or expansive work experience in a call/contact center, dispatching, answering service or closely related area; experience in the use of web browsing, e-mail applications, office applications and social media; experience in customer service; or an equivalent combination of education and experience.

Desired Qualifications

Knowledge of software and technology used to manage customer inquiries and/or service requests also known as integrated work management systems such as Planon and Genesys. Strong communication skills (phone and verbal).  Ability to multi-task, evaluate priorities and handle various levels of stress.

A creative and innovative lifelong learner with the ability to communicate effectively with a diverse population; able to problem solve within a collaborative te