Work Control Dispatcher II

Facilities and Business Operations:

Facilities and Business Operations at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service.

Please visit us at: https://fs.ucf.edu/ or Facebook and Instagram: UCF Facilities

The Opportunity:

Join our dynamic team at the Facilities Operations Work Control Center, where you'll play a vital role in delivering exceptional customer service. As a Work Control Dispatcher II, you will respond promptly to requests from customers and staff, including emergency situations, while representing the University's Facilities & Business Operations.

Responsibilities:

• Process, prioritize, validate, and distribute incoming work requests for campus buildings, including residence halls and apartments, via various communication channels.

• Use SOPs to dispatch work to appropriate teams while balancing urgency and routine demands.

• Train and mentor fellow Work Control Dispatchers on job assignments and customer service best practices.

• Review and ensure the accuracy of work orders in the Integrated Work Management System (IWMS), including descriptions, priorities, and supporting documents.

• Audit phone calls to maintain SOP compliance and high customer service standards.

• Monitor critical systems and respond to alarms, identifying outages to minimize operational impact.

• Report discrepancies with SOPs and guidelines to the Work Control Dispatcher III.

• Manage WCC communications during after-hours emergencies, coordinating with essential personnel as needed.

Minimum Qualifications:

High School Diploma or Equivalent and 2+ years of relevant experience. Or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219. Click here for more information

Preferred Qualifications:

• 3 years of experience in customer service, demonstrating strong interpersonal and communication skills.

• Experience in high-volume operation or facilities management within large, complex organizations, coupled with familiarity with relevant guidelines, regulations, and practices in a service-oriented environment.

• Proven ability to effectively manage and resolve conflicts while maintaining a positive customer experience.

• Capable of analyzing customer feedback and implementing improvements to enhance service quality.

• Experience making decisions and functioning effectively in a dynamic environment.

• Effective analytical and problem-solving ability with the capacity to apply critical thinking skills and work independently.

• Familiarity with Microsoft Outlook, Word, PowerPoint, and Integrated Work Management System, with a focus on accurate work order updates and proficiency in utilizing electronic communication tools and software for efficient service delivery.

• Excellent communication skills in conversational English for effective interaction with customers and team members, along with proficiency in using electronic equipment.

• Well versed in customer service techniques and willing to provide training or mentoring to other team members.

• Proficient in preparing reports, inspections, and documentation while maintaining confidentiality and handling sensitive matters appropriately.

• Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.

• Knowledge of safety regulations and procedures relevant to facilities operations.

Health Assessment Required:

UCF policy requires completion and passing of a physical exam for this position.

Special Instructions to the Applicants:

This position is eligible for 5% Shift Differential Pay of the pay range minimum.

Position requires a valid Class E driver's license. This position may involve driving to various locations on and off campus to conduct University business.

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you'll play an integral role at one of the most impactful universities in the country. You'll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you'll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and you'll have countless rewarding experiences that go well beyond a paycheck.

Working at UCF has its perks! UCF offers:

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program

• Paid time off, including annual and sick time off and paid holidays

• Retirement savings options

• Employee discounts, including tickets to many Orlando attractions

• Education assistance

• Flexible work environment

• And more...For more benefits information, view the UCF Employee Benefits Guide.

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

Unless explicitly stated on the job posting, it is UCF's expectation that an employee of UCF will reside in Florida as of the date the employment begins.

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Veteran's Preference:

Preference will be given to eligible veterans and their eligible spouses in accordance with Chapter 295 of the Florida Statutes. Applicants claiming preference are responsible for providing required documentation by the closing date of the position. For more information on Veterans' Preference, please visit http://hr.ucf.edu/files/VeteransPreference.pdf

Equal Employment Opportunity Statement:

The University of Central Florida is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets. Click on UCF's Equal Opportunity Statement to view the President's Statement.

The UCF affirmative action plans for qualified individuals with disabilities and protected Veterans are available for inspection in the Office of Institutional Equity, Monday through Friday, from 9:00 a.m. to 5:00 p.m., upon request.

As a Florida public university, UCF makes all application materials and selection procedures available to the public upon request.

The University of Central Florida is proud to be a smoke-free campus and an E-Verify employer.