Service Call Clerk

TheService Call Clerk serves as the primary public face of the company and facility in addressing, documenting, and initiating responses to customer calls, concerns, and issues.In this role, staffing the front desk, you will manage communications from all source medium (phone, email, in-person, etc.), maintain the facility CMMS database for service items, and dispatch service response to the facility team. This role is foundational to the success of facility team in meeting contractual requirements. They will report to the Administrative Clerk and work jointly with the Project Manager (PM) and the Service Manager (SM). This position is covered by the CBA for Industrial, Technical and Professional Employees Union, OPEIU Local 4873.

• Serve as an on-site point of contact for employees, visitors, and vendors
• Monitor cleanliness, comfort, lighting, and general condition of common areas
• Assist with building schedules, access requests, and operational notices
• Track and follow up on service issues to ensure timely resolution
• Serve as a responsive, customer-service-focused contact for facilities-related requests and inquiries
• Assist with tracking facilities expenses
• Help review vendor invoices for accuracy
• Support budget reporting and documentation
• Track and report on metrics for corrective maintenance.Usedata analysisskills, tools, and methods toanalyze data andidentifytrends, issues, and inefficiencies.
• Utilize Excel and other tools to export, analyze, and report CMMS information.
• Collaborate with Quality Control to highlight potential issuesidentifiedin the field, or issuesidentifiedvia data analysis.Workensures thatthe program is focused on proactive and preventative maintenance.
• Evaluate processes and make recommendations to management for improvements in workflows, policy, process,or organizational structure.
• Focus on closing process gaps to ensuretechnical issues in the field are completed ina timelyand efficient manner.Escalate key issuesor recommendations to management.
• Ensurethat'complexworkorders'transition tothe'above standard',IDIQ program ina timelyand efficient manner.
• Review work orders that are pending material.Ensure shift leads and technicians are accountable for updates.Meet with procurement team todiscussupdates, outstanding orders, duplicates, etc. Overallensure a smooth and efficient process for work orders requiring procurement.
• In coordination with management, proactivelyidentifykey priority issues for our client and providetimelyandaccurateupdates.
• Support meetings with the client-providing a status update on recent work orders, upcoming work, and priority issues.
• Become well versed inNuvolouse and administration. Initial and some ongoing training will be provided-however it is expected that the candidate will be comfortable learningnew technologyand can self-develop an intermediate skillset.
• Train technicians/Shift Leadson theNuvolosystem.
• Collect datafrom technicians, clients, andtenantsrelated to work and critical outages orincidents.Document findings andrecommendations andformatafter action reports for submission to the Client.
• Relaying Nuvolo performance, process, or technical concerns to QC Team and DPM.

General Admin

• Create, collect, and organize reports.Manage document naming, version, and history.
• Create meeting agendas, take meeting minutes,and distribute meeting documentation.
• Assistmanagement withmaintainingStaff Directory,Personnel Certificates/Licenses, etc.
• Various administrative duties (initialreport drafts, templates, etc.)-out of order signs, forms, prints etc.

Other Duties as Assigned

• Whennecessary,provide surge / back-up support tovarious other positions.Duties may include but not be limited to the following:
  • Preventive Maintenance Clerk responsibilities for the maintenance of the asset database, scheduling preventive maintenance, and closing of preventive maintenance tickets.
  • Schedule service appointmentsfor technicians and subcontractors.Assistingwith scheduling hard to access areas for PMs or Repairs.

Abilities:

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time.
• Reach by extending hands or arms in any direction.
• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
• Listen to and understand information and ideas presented through spoken words and sentences.
• Communicate information and ideas in speaking so others will understand.
• Read and understand information and ideas presented in writing.
• Apply general rules to specific problems to produce answers that make sense.
• Identify and understand the speech of another person.