Customer Service Specialist

Department: Facilities & Campus Operations

Classification: Admin Office Specialist 3

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Pay Band: 03

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

George Mason University Facilities ensures a quality physical environment supporting the mission of the university. We will be the technical and business experts of choice with the total trust and confidence of our students, faculty and staff.

About the Position:

Interested in getting a college education while earning a salary? We have a solution. Work at George Mason University and you can earn your college degree for free with our generous tuition exemption benefit.

You’ll be a State employee of Virginia, work on the beautiful Fairfax campus with 677 acres of wooded land, and become part of the GMU patriot team. We’ve got the work. Now, we need an additional team member to contribute to our busy environment. We want someone who is reliable, takes pride in their work, and will make a noticeable contribution to the educational facilities at George Mason. Your manager can trust that you will get the job done.

George Mason’s Facilities & Campus Operations department is committed to providing a safe, functional, and clean community experience at the university. So, what’s in it for you?

Great benefits for you…

• Lots of leave, including paid annual leave, paid holidays, paid sick leave, paid two-week winter break (please note – the break employees often receive during the holiday season is not regularly guaranteed and is subject to annual approval);
• Free tuition, up to 12 credit hours during the academic year and professional development;
• Commuter Choice Transit Benefit;
• Virginia Retirement System Hybrid Plan; and
• Patriot Perks discounts to restaurants, events, and more!

For you and your family…

• Health/dental/vision benefits; and
• Tuition dependent benefit (restrictions apply).

We think it’s a great opportunity for an experienced call center agent or the entry level applicant with great communication and computer skills. Expected salary in the mid-$40K range. Here's a partial list of what the job looks like…

Responsibilities:

There are two shifts available: Choose either Tues.-Sat., 7am - 3:30pm OR Sun.-Thurs., 7am - 3:30pm

Daily onsite attendance expected where you will perform the following functions:

Daily Operations

• Interact daily by phone through the Vonage Contact Center system, respond to e-mail using Microsoft Outlook and Teams, and in-person with the campus community which includes faculty, staff, students, contractors and visitors;
• Serves as a member of the virtual call center agent pool answering telephonic requests in the Vonage Contact Center;
• Serves as the point of contact virtually or in person to receive, process, and answer queries and requests related to Facilities Management's scope of work; and
• Provides analysis of Asset Essentials (CMMS) data and prepares correspondence to convey information requested.

Data Entry and CMMS Support

• Serves as admin user in Asset Essentials (CMMS) providing data entry, system administration, and training support to Zones, shops, and departmental users;
• Ensures proper use and accuracy of data in Asset Essentials;
• Responsible for data entry to include:
  • Entering, assigning, and routing of work orders as received;
  • Updating and reporting on work order data;
  • Reviewing work order status, labor costs, and material costs;
  • Reviewing and archiving work orders when work is complete; and
  • Maintaining files to ensure proper recordkeeping of historical data.

Other Duties and Responsibilities

• Operational or event specific tasks may be assigned to meet the goals and mission requirements of the university, Facilities Management Department, or Customer Service Center;
• Specific task may include, but are not limited to:
  • Routing, distributing, and accounting for university fuel cards; 
  • Working after hours and on weekends to support the 24/7/365-day HRL operations;
  • Providing support to major university events such as commencement, and Student Move in/out; and
  • Attending trainings and/or seminars as required to maintain or enhance KSAs.

Required Qualifications:

• High school diploma or equivalent;
• Administrative (clerical, secretarial…etc.) work experience (generally 1-2 years);
• Working experience with automated CMMS or data entry experience with other accounting/business admin system;
• Demonstrated typing, general office, and data entry skills;
• Good customer relation skills and ability to respond to customer needs in a courteous, empathetic, and professional manner;
• Ability to make timely decisions and disseminate information without close supervision;
• Demonstrated ability communicate both orally and in writing; and
• Ability to learn new tasks and changes to existing processes.

Preferred Qualifications:

• Associate’s degree in related field;
• Work experience in a Facilities based Customer Service or Work Control Center (1-2 years);
• 2+ years working experience with Asset Essentials CMMS or 3-5 years data entry experience with other accounting/business admin system; and
• Demonstrated experience working with Microsoft Office suite.

Instructions to Applicants: 

For full consideration, applicants must apply for Customer Service Specialist at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a Resume for review.

Posting Open Date: May 6, 2025

For Full Consideration, Apply by:  May 20, 2025

Open Until Filled:  Yes