Under the direction of the Work Control Supervisor this position serves as a central liaison between University Services and campus customers, providing a high-level of customer service to faculty, staff, students, and contractors. The role integrates key management, dispatch operations, and administrative support, ensuring efficient coordination of service requests, building access, and operational data management within a fast-paced environment.
Duties and Responsibilities
- Receive, process, distribute, and track all campus keys for faculty, staff, students, and contractors while maintaining accurate records in key management databases.
- Manage incoming service requests by receiving, prioritizing, assigning, and dispatching work orders, including emergency and routine maintenance calls.
- Receive and coordinate utility outage requests with engineering, project management, and trades staff.
- Troubleshoot service issues and coordinate appropriate responses with personnel.
- Process work requests by documenting service details, setting priorities, and recording billing information.
- Complete a variety of technical, clerical, and office administrative tasks.
- Other duties as assigned.
Required Qualifications – Experience, Education, Knowledge & Skills
- High school diploma or G.E.D.
- At least two years of progressively responsible administrative experience with emphasis on customer service, data entry, and record keeping, or an equivalent combination of education and experience.
- Demonstrated competence using computers and software, including Microsoft Office (Outlook, Word, Excel), databases, and email systems.
- Proven ability to maintain, process, and verify detailed records with a high degree of accuracy.
- Strong organizational skills with the ability to prioritize workloads, manage multiple tasks, and meet deadlines in a fast-paced environment.
- Demonstrated ability to compose, format, and proofread business correspondence and reports with attention to grammar, punctuation, and clarity.
- Ability to interpret and apply guidelines, procedures, and regulations.
- Demonstrated ability to provide high-level customer service in a high-volume, public-facing environment while continuously maintaining a positive and professional demeanor.
Preferred Qualifications – Experience, Education, Knowledge & Skills
- Experience with front-line customer service or dispatch role (e.g., key distribution, call handling, walk-in service).
- Experience working with database systems, including Computerized Maintenance Management Systems (CMMS).
- General knowledge of Facilities Services operations, policies, and procedures. Experience in a large University.
The Successful Candidate Will
- Consistently exercise initiative and good judgment while prioritizing workload to meet deadlines with minimal supervision.
- Communicate effectively both verbally and in writing.
- Maintain confidentiality of records and information.
- Represent the department and MSU to others in a professional and courteous manner.
Position Special Requirements/Additional Information
In accordance with MSU policy, hiring will be conditional upon successful completion of a pre-employment background check.
This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.
Physical Demands
Must be able to sit for long periods of time in a normal office environment.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodation. The requirements listed above are representative of the knowledge, skill, and/or ability required.
This position has supervisory duties?
No
