The Communications Specialist I works within “Colonial Central” center (Operations Center). Colonial Central’s major component is the communications and information hub for the university which includes; the main university switchboard operations, the facility work order system, performance analytics, and monitoring of building HVAC and other alarm systems.
Customer Service Operator:
Ensures that all telephone calls are answered in a warm and friendly customer focused manner and emails, web requests are answered promptly.
Responsible for taking thorough work requests by RMU departments, students, and faculty. Ensuring the information taken is entered in the work order system correctly and assigned accurately to the Facilities Management personnel who will complete the work being requested (electrical, mechanical, HVAC, housekeeping and similar work).
Responsible for generating work orders for the calls reported from the First Choice service and follow the established procedures and generate work orders ensuring that all information is entered correctly and accurately.
Whenever instructed by Maintenance or Environmental Service Supervisor, radio-dispatches the assigned Maintenance or Environmental Service staff member to the job site, providing clear and complete work order instructions, with the exception of an emergency situation. If supervisors are not immediately available radio-dispatches will assign Maintenance or Environmental Service staff member to the job site, providing clear and complete emergency instructions.
Inputs preventive maintenance equipment data into the work order system as directed by management and issues preventive maintenance work orders to managers or shift supervisors based on the predetermined schedule. Provides preventive maintenance report when requested by management.
Closes-out routine and preventative maintenance work orders that have been completed. Ensures information, including labor hours, materials, description of work performed, is accurate for entry in the work order system.
Generates routine written reports as requested by managers and shift supervisors and compiles various statistics as directed.
Notifies managers and shift supervisors of incomplete or canceled work orders and communicates the reason for cancellation.
Provides work order number and status information to requestor.
University Main Switchboard:
Functions as the University switchboard operator – answers all calls, provides information to callers and/or directs callers to appropriate department. Responsible for many aspects of communications including: assisting callers in identifying correct phone extension(s) and providing information on special events, public safety, parking, college hours and providing directions to students and visitors. Coordinates local and long distance calls dialed to the University’s main number. Disseminates general information and assists with inquiries from the public and campus community – acts as an information center liaison for guests, visitors, faculty and staff.
Responds to alarms on computerized building systems, including the fire alarm, building system alarms, panic and similar automated systems. Dispatches or communicates alarm information to the appropriate maintenance personnel so that a response is initiated.
Communicates with and assists outside service companies (i.e. elevators, utility companies, city water authority, etc.). Prepares service outage announcements as required and distributes to all affected parties.
Executes emergency response activities in accordance with university policies.
Distributes and maintains log of all keys/access cards issued to outside vendors.
Input Signage Request for Venus 1500 software.
Assists the Facilities Management Department with clerical services as required.
Performs any and all relevant duties of the position.
High school diploma or GED.
Minimum of 3 years of experience within a customer service related environment preferably with experience in utilizing multi-line phone systems or call center experience with a high level of customer service focus.
Colonial Central operates 24 hours a day, 365 days a year. This position is required to work any shift as needed to maintain 24-hour service to the University.
Proficient computer skills (Word, Excel, PowerPoint, Publisher); willingness to develop additional computers skills as needed.
General understanding of computerized building systems (HVAC, Alarms, Work Orders).
Oral, written, and interpersonal communication skills with ability to interact comfortably and professionally with various levels of management and staff; professional presentation skills.
Ability to manage multiple tasks, and work in a team environment.
Accuracy and attention to detail, sound judgment and decision making skills.
Must be able to respond to emergency situations calmly and quickly.
Must be able to sit for extended periods of time. This position is required to remain in the Colonial Central area for the entire duration of the shift to ensure continuous monitoring of telephones and building systems.
This position description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by the employee holding this job. This position description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Duties, responsibilities and activities may change at any time with or without notice.
In performance of their respective tasks and duties, all employees are expected to conform with the University’s Policy of Ethical Practice and the following: perform quality work within deadlines with/without direct supervision; interact professionally with other employees, students, customers and suppliers; work effectively as a team contributor; and work independently while understanding the necessity for communicating/coordinating work efforts with other employees and organizations.
Robert Morris University is committed to increasing diversity in our community and actively pursues individuals from all backgrounds. Additionally, RMU complies with all applicable federal, state and local laws and provides equal opportunity in all educational programs and activities, admission of students and conditions of employment for all qualified individuals regardless of race, color, sex, religion, age, disability, sexual orientation, or national origin. EOE
Approximately 5,200 undergraduate and graduate students from 42 states and 32 nations are enrolled at Robert Morris University, which is located in Moon Township approximately 20 minutes from downtown Pittsburgh.
Robert Morris University offers 60 undergraduate degree programs and 20 graduate degree programs in five academic schools: the School of Business, the School of Communications and Info...rmation Systems, the School of Education and Social Science, the School of Engineering, Mathematics and Science, and the School of Nursing and Health Sciences.
RMU’s mission is to change our students’ lives so that they can go out and change the lives of others for the better. We do this through professional experiences, service learning, global experiences, undergraduate research, campus leadership, and cultural experiences. These activities are documented on RMU’s unique Student Engagement Transcript.
More than 100 clubs and organizations help students to develop leadership skills, network professionally and meet friends. Student organizations include varsity, club and intramural sports, sororities, fraternities and student government. RMU has 23 NCAA Division I athletic programs, including football, men’s and women’s basketball, men’s and women’s hockey, and men's and women's lacrosse.
The university has 571 employees, which includes 200 full-time faculty members.