Operational Support Agent, Facilities Services & Campus Planning

Job title: Operational Support Agent, Facilities Services & Campus Planning

About the Role Under general supervision of the Customer Service Supervisor, this role provides customer service and operational support for Facilities Services & Campus Planning (FS&CP). The primary responsibility is to interpret customer needs, process work requests, and coordinate work activities across FS&CP departments such as M&O, Custodial, Grounds, and Movers. This is an essential position requiring independent judgment and discretion to resolve routine and non-routine issues.

What You'll Do

• Communicate and interact effectively with a diverse university community, including students, faculty, staff, mechanics, technicians, managers, visitors, contractors, and others.
• Receive and process requests for service via phone, electronic forms, two-way radio, and walk-up customers; gather accurate, complete information.
• Monitor calls for maintenance emergencies (power outages, gas leaks, floods) and respond per SOP; dispatch technicians or escalate to managers as appropriate.
• Use the Computerized Maintenance Management System (CMMS) to create work orders and enter pertinent information; research CMMS data for customers or management.
• Research Miss Utility (MU) locate requests, create work orders if appropriate, update the MU system, and interface with requestors such as contractors and project managers.
• Process Facilities Notification System (FNS) requests.
• Maintain sound judgment and reference materials to determine proper responses in emergent situations and coordinate across departments as needed.

What We're Looking For

• Strong customer service orientation with the ability to interpret and respond to diverse customer needs.
• Experience coordinating work requests and activities for Facilities Services & Campus Planning or related departments (e.g., M&O, Custodial, Grounds, Movers).
• Proficiency with CMMS and MU locate processes; ability to pull and communicate relevant information.
• Ability to work independently as an essential staff member; reliable judgment in emergencies; willingness to work other shifts during inclement weather or peak periods.
• Excellent communication, problem-solving, prioritization, and organizational skills.

Compensation & Benefits

• UD Total Rewards benefits and Compensation Estimator provides a view of the complete package; includes benefits beyond base salary.
• Location: Newark, DE; Schedule: Monday–Friday, 12:00 PM–8:30 PM; Grade: 27N.