Service Response Coordinator

Position Details

Position Information

Position Title Service Response Coordinator
Employment Class Code N1
FLSA Classification Non-Exempt
Reports to Manager of Service Delivery
Salary Grade I1
Work Week 40 Hours
Position Summary

Assumes responsibility for collecting, updating and disseminating information related to the repair and maintenance of University buildings and properties between and among Facilities Department staff, University constituents and the external community. In all actions, assumes responsibility for adherence to federal and state laws as well as University policies and procedures and safety protocols. Performs all duties in full support of the University’s mission, understanding that the positive and effective execution of these duties are instrumental to the education of the University’s students.

Responds to calls for duty at irregular hours, including weekends and evenings to address safety hazards and emergencies.

Job Duties

This job description of the job is for identification and administrative purposes only. It is not intended to be a complete statement of all duties, which may be assigned by the supervisor according to varying needs.

Key Responsibility
Description of Key Responsibility

Serves as a first point of contact for the Facilities Service Delivery Department, providing quality customer service and information requiring knowledge of facilities operations, functional areas and the University campus to both internal and external constituencies. Triages incoming calls and requests for work as well as departmental communications and correspondence in an effort to ensure requests, questions and/or concerns are addressed in a timely manner. Researches background information to expedite requests and enable effective response. Works closely with the Facilities management team in an effort to maintain departmental operating standards which assist in the delivery of a quality customer-oriented service experience to all constituencies as well as support of the efficient and effective functioning of the department.

Essential Duty? Yes
Percentage Of Time 40%
Key Responsibility
Description of Key Responsibility

Maintains and monitors the internal work order system (CMMS) in compliance with established institutional data integrity standards. Reviews daily work order requests, coordinating and/or forwarding requests to applicable speciality shops, monitoring work completion and tracking in CMMS. Identifies and processes chargeable work and evaluates customer satisfaction results. Triages customer service inquiries, concerns, feedback and complaints. Creates reports to assist in improving operational efficiencies and overall customer experience.

Essential Duty? Yes
Percentage Of Time 30%
Key Responsibility
Description of Key Responsibility

Establishes, cultivates and maintains effective working relationships with various internal and external constituents. Works closely with the Manager of Service Delivery and the Assistant Director in the scheduling and monitoring of Resident Facility Assistants’ work assignments as well as other ad hoc services as assigned.

Essential Duty? No
Percentage Of Time 10%
Key Responsibility
Description of Key Responsibility

Maintains and monitors systems designated to follow-up on overnight facility-related issues. Actively participates in the evaluation of existing business and technological processes. Assists in the implementation of business process improvements, using technology as well as ongoing revitalization initiatives to support of the University’s strategic goals.

Essential Duty? No
Percentage Of Time 10%
Key Responsibility
Description of Key Responsibility

Performs other related duties as assigned.

Essential Duty? No
Percentage Of Time

Posting Detail Information

Posting Number PS142P
Working Conditions

Normal office situation.


Associate’s Degree or 2-year University equivalent required.

Physical Effort

Typically sitting at a desk or table.
Intermittently sitting, standing, stooping.
Light lifting or carrying 25 lbs or less.

Impact of Actions

Makes decisions which normally impact planning within a small work group or project team.


Varied: Work is complex and varied and requires the selection and application of technical and detailed guidelines. Problems are not easy to identify, but are similar to those seen before. Moderate analytic ability is needed to gather and interpret data where results/answers can be found after analysis of several facts. Solutions can often be found by using methods chosen before in other situations.

Decision Making

Varied. Supervisor is available on an “as-needed” basis to establish general objectives and to identify potential resources for assistance. Independent judgement is required to select and apply the most appropriate of available guidelines and procedures to achieve desired results.

Internal Communication

Requires regular contacts to discuss issues of moderate importance and to respond to inquiries. Occasionally requires contact with officials at higher levels on matters requiring cooperation, explanation and persuasion.

External Communication

Requires regular contacts with outside agencies and the general public, supplying or gathering factual information.

Customer Relations

Contact with customers involves more complex servicing over the telephone, in writing or in person to resolve complaints, make adjustments or correct mistakes about a selected service, product or capability.

Managerial Skills

Has responsibility or authority which is limited to the direction of temporary or student workers.

Knowledge & Skills

Formal Technical Skills: Requires extensive knowledge of a distinct trade or technical area. Knows policies and procedures, and can recommend a course of action based upon these guidelines, modifying existing methods, procedures or forms as necessary. May work with software applications.

Special Skills

The ability to work effectively with diverse groups.

Desired Start Date
Position End Date (if temporary)
Close Date
Open Until Filled Yes
Special Instructions Summary
Quick Link for Internal Postings

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * What is the highest level of education attained?
    • GED
    • High School Diploma
    • Technical School, Certification or Apprenticeship
    • Associates Degree
    • Bachelors Degree
    • Masters Degree
    • PHD
  2. How did you hear about this employment opportunity?
    • Public Job Posting
    • Internal Job Posting
    • Agency Referral
    • Advertisement/Publication
    • Personal Referral
    • Website
    • Other

Documents Needed to Apply

Required Documents
Optional Documents
  1. Resume
  2. Cover Letter