Service Request Specialist

Summary

The primary purpose of this position is to serve as the main point of contact with residents and landlords, receiving inbound calls regarding maintenance requests. The incumbent generates work orders, collaborates with Senior Project Managers to ensure that work orders are distributed and completed within the necessary time frame, and closes out work orders upon completion. This position may also conduct follow-up quality control inquiries and resolve problems if needed.

All activities must support the Housing Authority of the City of Pittsburgh ("HACP" or "Authority") mission, strategic goals and objectives.

Essential Duties and Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties and skills may be required and assigned, as needed.

• Assists Senior Project Managers in managing the work of staff, including : coordinating activities, and allocating personnel,
• Receives calls from Authority asset managers and residents regarding emergency and non-emergency maintenance requests.
• Generates work orders from emergency, non-emergency, and Reasonable Accommodation maintenance requests and collaborates with Senior Project Managers to distribute work orders to Facilities Services personnel, ensuring that work is completed accurately and within the necessary timeframe.
• Monitors number of calls in queue and other call stats, realigns available or allocates for additional resources if key performance indicators are not being met timely in order to ensure continued excellent customer service.
• Utilizes new technology for work order assignments, and efficiency. With the Senior Project Managers, works closely with trades persons to assure correct handheld data exchange.
• Creates reviews, submits reports as required.
• Assists in establishing Call Center protocol and determining acceptable service levels; resolves and reports on technical and program inquiries and difficult customer service complaints
• Oversees communication systems for higher efficiency, enhanced reporting and tracking capabilities.
• Assists in the analysis of work orders and related data, including the production and interpretation of a variety of work orders and other systems reports which shed light on site operations and performance.
• Generates preventative maintenance work orders as required by inspections and applicable regulations.
• Expedites work orders as appropriate, and properly closes out all work orders upon completion. As requested, performs follow-up quality control inquiries and resolves problems that arise.
• Maintains inventory that assists in the operation of the work order system by monitoring materials, and procuring replacements as needed.
• Conducts training for all newly hired Facilities Services employees regarding the use of the work order system as well as daily departmental operations.
• Serves as point of contact with outside vendors as requested.
• Assists in the monitoring of payroll and associated time sheets and records for department's staff, checking that all data is accurate before submission to the Finance department.
• Creates, reviews, and submits reports, as required.
• Performs other duties as assigned.

Education and / or Experience

High School Diploma or GED equivalent and a minimum of 3 years' experience in customer relations. An equivalent combination of education and experience may be considered.

To perform this job successfully, the employee should be able to successfully operate a variety of applicable hand-held tools and devices. The employee should have strong computer skills (MS Word, Excel, and Outlook). Must be proficient in work order applications. Must have the ability to learn other computer software programs as required by assigned tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; operating computers and other office equipment; moving about the office; and attending on-site and off-site meetings. The employee must be able to communicate via email and verbally via telephone. The employee must occasionally transport up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Office environment. The position requires frequent interaction with HACP residents, and the noise level may vary.

Employees must have access to 24 hour reliable internet service. Employees must also have reliable transportation to and from work, as well as, to get to and from multiple HACP locations based on business needs and assignments.