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Work Request Controller

Basic Position Information

Job Code: 5310

Title: Work Request Controller

Department: Facilities Management

Essential Personnel: Y

Job Family: Administrative Operations

Job Sub-Family: Facilities Management

FLSA Classification: NE

Job Grade: 11

Grade Min: $39,923

Grade Mid: $46,910

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: Y

Job Summary

The Work Request Controller serves as liaison between the facilities management department and the campus community for all communications regarding work requests.

Duties

  • Administers and maintains the work order control system, ensuring that work requests are sent to the correct department
  • Receives, acknowledges, and manages all verbal, written, telephone, and electronic work order requests, updating the database as necessary
  • Serves as vehicle custodian and maintains the vehicle mileage log
  • Checks the status of elevators
  • Monitors employee attendance and reports as necessary to the Facilities Management administrative staff
  • Checks out and retrieves tools, vehicle keys, and campus keys

Marginal Duties

  • Performs all other duties as assigned

Supervisory Responsibilities

Direct Reports:

  • None

Delegation of Work:

  • N/A

Supervision Given:

  • N/A

Qualifications

Required Education:

  • Associate's degree

Required Experience:

  • Minimum of three (3) years experience of work experience

License/Certification:

  • Must maintain a valid, current driver's license

Preferred Qualifications

  • Experience as front line service or help desk coordinator is preferred

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of event setup processes

Skills:

  • Good technical skills, including proficiency in MS Office and in Work Request software;
  • Strong analytical and problem solving skills;
  • Excellent interpersonal and communication skills;
  • Good customer service skills

Abilities:

  • Ability to create charts and graphs;
  • Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment

Physical Demands:

  • Work is normally performed in a typical interior work environment which does not subject the employee to any unpleasant elements;
  • Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks
  • Work involves some exposure to elements, such as adverse weather conditions, extreme temperatures, oils, dirt, dust, fumes, and airborne particles
  • May have some exposure to noise, vibration, and moving mechanical parts
  • Position requires occasional bending, stooping, kneeling, crawling, jumping, climbing, maintaining balance, and reaching
  • Must have good hand-eye coordination, good spatial awareness, and the ability to identify and distinguish colors
  • Must have the ability to move items of up to 25lbs

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Computer/Automated System Proficiency

  • Proficient in the use of university applications or automated systems to perform job duties.
  • Complies with related policies, procedures, and work rules to maintain system security and data integrity.

Focus on Customer Service

  • Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
  • Respectfully ascertains customer's needs and determines appropriate response.
  • Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
  • If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
  • Follows up with customers on outstanding requests in a timely manner.
  • Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:13 AM