Call Center Specialist

Facilities Call Center Specialist IAnswers a high volume of telephone calls, emails and Microsoft Teams messages promptly and professionally. Dispatches the appropriate facilities services personnel or equipment needed to address urgent and non-urgent service requests to the appropriate location. Relay information clearly and concisely to field units, including directions, updates and any relevant details. Assess the urgency and nature of each call and prioritizes dispatch accordingly. Maintains accurate records of calls/inquiries, dispatches and other relevant information. Actively engage in briefing oncoming shift personnel on awareness or evolving issues. Follows and provides feedback on standard procedures, protocols and regulations to ensure all urgent and non-urgent operations are carried out efficiently. Provides excellent service to callers/inquiries, even in stressful situations, and builds positive relationships. Responsible for escalating complex or unresolved issues to Facilities Call Center Specialist III or management. Perform additional duties as assigned to support departmental need.