Sr. Facilities Operations Control Rep - Coral Gables Campus

Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet . Sr. Customer Service Representative professionals - Take your career to the next level! Join us on September 28 , 2026, from 1 pm to 4 pm, for the University of Miami, Sr. Facilities Control Rep Virtual Career Fair. Event Details: Date: September 28, 2026 Time: 1:00 PM – 4:00 PM Virtual: Zoom Work Location: Coral Gables Campus Why Attend? ✅ Meet the hiring manager ✅ Learn about our Competitive salary ✅ Explore our Excellent benefits starting Day 1 of employment Apply today! The Senior Facilities Operations Control Representative facilitates the smooth operations of facility functions by providing support to the operations of the service desk and providing outstanding customer service. Additionally, the incumbent mentors junior staff, and addresses the resolution of complex operations issues. CORE JOB FUNCTIONS Enters and analyzes data, and prepares reports to present to appropriate managing staff. Ensures that alarm notifications received through electronic monitoring, security or email are accurately reported. Generates work orders from correspondence or phone calls received. Receives and responds to inquiries, questions or concerns. Facilitates work order control and management. Assists with training of less experienced team members. Maintains detailed and organized records of all relevant forms. Supports personnel in completing accident report forms. Adheres to University and unit-level policies and procedures and safeguards University assets. This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary. CORE QUALIFICATIONS                                                                                            Education: High School Diploma or equivalent/relevant experience, certification or license Certification and Licensing: Refer to department description for applicable certification requirements Experience: Minimum 3 years of relevant experience required Knowledge, Skills and Abilities: Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands. Teamwork: Ability to work collaboratively with others and contribute to a team environment. Technical Proficiency: Skilled in using office software, technology, and relevant computer applications. - Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders. This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job.   Department Specific Functions The Facilities Operations Control Representative serves as a liaison to students, faculty, staff, and Facilities team members to receive and assess reports of facilities-related matters on campus. The position independently evaluates information, determines the appropriate response, initiates work through the University’s work order management system, dispatches or schedules Facilities technicians, and promptly escalates urgent, complex, or high-risk concerns to the appropriate leader. The more in-depth job duties and responsibilities of the Facilities Operations Control Representative include, but are not limited to: Operational & Customer Service Answer phone calls from students, faculty and staff and take appropriate action for each call. Monitor incoming work order requests (online SRO website, departmental email, Microsoft Teams) so to generate work orders through the University’s work order management system and dispatching Facilities technicians to address requests. Assist in the communication of general maintenance, major repairs, and shutdowns in a timely, effective and efficient manner via various forms of communication, written and orally. Maintains consistent and effective communication to administration, management, and the field team on day-to-day operations, as well as responding to planned or unplanned issues, utility disruptions, or emergencies. Monitor alarm systems, including energy, fire alarm, and lift station systems; independently assess notifications, initiate the appropriate response, and promptly escalate life-safety, operational, or unresolved issues to managers, mechanics, contractors, or emergency partners as appropriate. Exercise sound judgment to evaluate the urgency, operational impact, and potential risk of incoming requests; establish priorities and determine the appropriate course of action with limited supervision. Identify patterns, recurring failures, service gaps, and emerging concerns; document relevant facts and escalate issues through the appropriate chain of communication before they affect safety, service continuity, compliance, or the customer experience. Maintain ownership of assigned incidents and service requests through resolution, including timely follow-up, status communication, accurate documentation, and handoff to the next shift or responsible team when needed. Performs quality assurance review or work orders to ensure accuracy in work order components (i.e. work order types, account numbers, comments, status, etc.) Resolve customer complaints or answer customers' questions regarding Facilities-related matters, including following-up on survey responses. Serves as a liaison to students,