Work Control Dispatcher I (TEMP)

Facilities And Business Operations

Facilities and Business Operations at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service.

The Opportunity

Join our dynamic team at the Facilities Operations Work Control Center, where you'll play a vital role in delivering exceptional customer service. As a Part-Time Work Control Dispatcher I, you will respond promptly to requests from customers and staff, including emergencies, while representing the University's Facilities & Business Operations.

Responsibilities

Process, initially prioritize, validate, and distribute all incoming work requests for all main and branch campus buildings, including residence halls and apartments. Work requests come into the Work Control Center (WCC) via the Internet, e-mail, telephone, walk-up window, or hand-held radio during the shift and are input into the IWMS in accordance with established Facilities and Business Operations (FBO) Standard Operating Procedures (SOP) and the Work Order Management Process Guide.

Use SOPs to dispatch work to one or more zones, teams, or groups across the entire FBO Department. Based on the situation, balance the urgency to protect life and property against the routine but active demands of an engaged organization.

Proactively notifies the appropriate party to reconcile work requests by understanding intradepartmental responsibilities across the organization. Responsible for understanding the organizational structure for effective communication and collaboration.

Handle general requests for information (RFI's). Research relevant histories, logs, and Integrated Work Management System (IWMS) data; summarize information obtained in the form of a verbal report, e-mail and / or written report / spreadsheet. Place work orders in callback when the customer contests the work or the work was not done.

Monitor parameters of Chiller plants and associated equipment, critical laboratories, server rooms and buildings, utilizing computer monitoring software. Respond to all alarms in accordance with Standard Operating Procedures, and as necessary, notify the appropriate on-call personnel.

Serve as the FBO initial advocate during after-hours emergencies in support of the UCF Public Safety Department, Emergency Operations Center, State and Federal authorities, and other University Departments. Execute SOPs during emergencies, maintain situational awareness throughout the event, and alert senior facilities staff as the situation warrants.

Update IWMS work orders to serve as the primary and permanent history of work dispatched, completed, material, and time billed.

Receive and report after-hour messages to the appropriate FBO staff, including external RFI, personnel absentee reports, and other intradepartmental requests.

Minimum Qualifications

High School Diploma or Equivalent and 2+ years of relevant experience. Or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6) .

Preferred Qualifications

• 1+ year of customer service experience, demonstrating strong interpersonal, verbal, and written communication skills.
• Prior experience working in a high-volume operations or facilities environment within a large, complex organization, with an understanding of service-oriented best practices.
• Proven customer service orientation, with the ability to communicate professionally and respond courteously to inquiries from both internal and external stakeholders.
• Strong command of conversational English to interact effectively with customers and team members, including the ability to manage and resolve conflicts while maintaining a positive customer experience.
• Demonstrated ability to work independently and collaboratively in a team environment, applying sound analytical and problem-solving skills to manage multiple priorities.
• Experience exercising sound judgment and decision-making with limited supervision in a fast-paced, dynamic setting.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Excellent organizational and time management skills, with the ability to prioritize and handle multiple tasks efficiently.
• Familiarity with safety regulations and standard procedures related to facilities operations.

Special Instructions To The Applicants

This position is eligible for 5% Shift Differential Pay of the pay range minimum.

The anticipated hourly range for this position is $16.43 to $21.93. The final hourly rate will be determined based on the candidate's qualifications, experience, and internal equity considerations.

Schedule is based on business needs and may include holidays since this area operates 365 days per year.