Position Summary
Under supervision of the University Hospitals Trust (UHT) Guest Services Operations Manager, Dispatch will greet and guide all visitors when entering the 1CALL Facility Services office space with excellent customer service skills and in a friendly manner. They shall provide appropriate and correct information to tenants, visitors and staff as requested – both in person and over the phone. Dispatch will serve as the primary call receiver for 1CALL Facility Services. They will handle all phone inquiries and shall relay the inquiries to the appropriate department. They shall generate, dispatch and close out work orders using the 1CALL.Cloud system. They shall provide communication to tenants quickly and efficiently. They shall perform general clerical work and shall keep information desk neat, clean and organized. Dispatch shall keep required logs up to date. They shall assist with vendor management. They must have a strong understanding of day-to-day operations of facilities maintenance and management. They will provide primary communication to tenants in urgent/emergent situations and will remain calm and professional at all times.
Examples of Work Performed
- Greet guests of the facility with a smile – quickly and efficiently
- Answer telephone, screen and direct calls, and relay messages appropriately
- Provide information to callers and guests of the facility via phone, email, Facility Notification System and in person with excellent customer service
- Submit work orders and dispatch to correct department - following specific Standard Operating Procedures - Proactive with facility work orders submitted to help avoid long term problems
- General administrative and clerical support
- Prepare letters and documents as requested
- Maintain required logs - both manually and/or electronically
- Monitor various computer-based systems as requested
- Coordinates non-maintenance requests, such as receiving call out communication for various service lines and parking access for UHT lots/garages.
- Assist with vendor access, including but not limited to issuing contractor badges/vests and submitting vendor access work orders on behalf of UHT sponsors.
- Other duties as assigned
Duration:
Full Time
Required Education:
High School / GED
Desired Certification:
None
Experience:
Bilingual English and Spanish required
Minimum two years customer service experience required
Knowledge and Skills:
- Knowledge and skill in the use of basic office software system (i.e. Word, Excel, Outlook, Power Point)
- Must be able to remain calm and professional in urgent/emergent situations
- Strong ability to make quick decisions in urgent/emergent situations
- Strong multi-tasking abilities
- Skilled in effective communication (verbal and written) with staff, colleagues, associates and professional level guests of the facilities
- Skilled in basic de-escalation techniques
- Professional personal presentation
- Highly skilled in customer service
- Organized with attention to detail
- Proactive
- Reliable
- Strong work ethic
- High stress tolerance
- Flexibility to work a potential rotating schedule, including weekends and holiday
Patient Contact:
This position will have direct patient contact. Potential for exposure to various healthcare related illnesses normally associated with a hospital environment.
Essential Employee:
This position supports critical facility functions and may require on-site presence during emergencies, inclement weather, or other operational disruptions.
Other:
The position is an office-based position.
While performing the duties of this job, the colleague is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls.
The colleague must occasionally lift, push, or pull up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
