Top 61 Drexel University Jobs

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Facilities Customer Service & Work Order Coordinator

Drexel University -
Philadelphia, PA

Apply Now

Job Details

Full-time
$60,240 - $90,350 a year

Qualifications

Newsletters (communication methods)
Stakeholder relationship building

Full Job Description

Job no: 506866
Work type: Full-Time
Location:

University City - Philadelphia, PA

Categories: Finance and Administration, Drexel University

Job Summary

The Facilities Customer Service & Work Order Coordinator serves as a critical link between customer requests and operational execution across the university’s multi-campus facilities portfolio. This role ensures that service requests (work orders) are accurately captured, prioritized, communicated, and tracked through completion—driving accountability, transparency, and high-quality service delivery across departments including physical plant, grounds, transportation, maintenance, custodial, and HVAC.

In addition, this position supports departmental communications and outreach efforts, helping to proactively inform the university community of service impacts, initiatives, and performance—enhancing overall engagement and customer experience.

Essential Functions

Serve as the primary point of contact for all facilities-related service requests across multiple campuses.
Respond to inquiries via phone, email, and work order systems in a timely and professional manner.
Translate customer needs into clear, actionable work orders with appropriate detail and categorization.
Provide status updates and follow-up communication to ensure customer satisfaction.
Create, review, and route work orders to appropriate departments (maintenance, HVAC, custodial, etc.).
Ensure proper prioritization based on urgency, safety, and operational impact.
Monitor work order progress and proactively address delays or issues.
Close out work orders with accurate documentation and customer confirmation.
Bridge communication between customers and field teams to ensure expectations are aligned.
Track key performance indicators (KPIs) such as response time, completion time, and customer satisfaction.
Identify trends, recurring issues, and service gaps; escalate as needed.
Support continuous improvement initiatives to enhance service delivery.
Assist in developing and distributing departmental notifications (e.g., service disruptions, planned outages, weather impacts).
Support creation of newsletters and periodic updates highlighting projects, performance metrics, and service improvements.
Coordinate outreach efforts to improve awareness of facilities services, processes, and expectations.
Partner with leadership to ensure consistent, clear, and timely messaging across campuses.
Maintain communication templates and distribution lists to support efficient outreach.
Maintain accurate records within the university’s Computer-Aided Facility Management (CAFM), currently webTMA.
Ensure data integrity, including proper coding, asset tagging, and labor/material tracking.
Generate reports and dashboards to support operational decision-making.
Other duties as assigned.

Required Qualifications

Minimum of a Bachelor's Degree or the equivalent combination of education and work experience. (Please review the Equivalency Chart for additional information.)
Minimum of 3 years of relevant experience.

Preferred Qualifications

Strong organizational, written, and verbal communication skills.
Experience working with Microsoft 365 applications and Copilot.
Ability to manage multiple priorities in a fast-paced, multi-campus environment.
Experience in higher education or large institutional facilities.
Familiarity with facilities operations (maintenance, HVAC, custodial, etc.).
Experience with internal communications, newsletters, or stakeholder engagement.
Data analysis and reporting experience.
Knowledge of service level agreements (SLAs) and performance metrics.

Physical Demands

Typically sitting at a desk/table
Typically standing, walking

Location

University City - Philadelphia, PA

Additional Information
This position is classified as Exempt, grade K. Compensation for this grade ranges from $60,240 - $90,350 per year. Please note that the offered rate for this position will vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel’s compensation framework. For information about benefits, please review Drexel’s Benefits Brochure.

Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.

Advertised: Jun 29 2026 Eastern Daylight Time
Applications close: Jul 29 2026 Eastern Daylight Time

Apply Now

Refine Your Search

Drexel University jobs

Facilities Customer Service & Work Order Coordinator

Adjunct

Patient Service Representative

Dispatcher

Exam Proctor

Research Associate

Program Manager, Academic Records

Admission Coordinator, Graduate Enrollment

Adjunct_for MIIM 527S: Immunology, Immunopathology and Infectious Diseases and MIIM 654S

Research Assistant

University Police Officer

Post-Doctoral Researcher

Professional Academic Coach

Simulation & Clinical Lab Specialist I

Adjunct, First Year Writing Program

Part-Time Data Analyst & Manager

Academic Coordinator

Justice Event Speaker

Adjunct - Kline School of Law - JD Program

Assistant/Associate Clinical Professor and Occupational Therapy Academic Fieldwork Coordinator

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