Position Objective: Provide support to assist the client with the receiving, managing, and dispatching of maintenance and client requested work. Perform audit of furniture and asset management throughout buildings and satellite locations noting any new, missing or relocated assets.
Duties and Responsibilities:
- Track all work request activities and be prepared to provide the customers and client with the current work order status.
- Responsible for notifying the client when service requests are not completed within the required time frames as well as work orders that are approaching their due dates.
- Follow-up with all customers submitting online requests and provide work order information to the customer for tracking purposes, including the work order number, issue date, current status, estimated schedule for completion, etc.
- Receive all customer calls communicate, coordinate, and interact with the client personnel and other contractors as necessary.
- Receive work requests via web requestor, email, phone call, or as directly requested from the Operations and Maintenance contractor or other staff.
- Create work orders using the CMMS system.
- Report work order status via staff meetings and weekly reports to the client to include graphical data and spreadsheets.
- Maintain current status updates on all work orders and inform customers of work order status changes, updates, etc., as well as follow up for customer satisfaction at closing of work requests.
- Forward work requests and work orders to other respective jurisdictions, as required.
- Dispatch emergency and/or other work requests by means of telephone.
- Provide weekly and monthly work orders and open ticket reports.
- Responsible for investigating and resolving issues to furniture and equipment location discrepancies discovered and update the inventory management system as necessary.
- Create work orders for items that require repairs and track their status.
- Perform other duties as required.
Basic Qualifications:
- High School Diploma
- Three years of customer service experience
- Familiarity with facilities maintenance and upkeep
- 25% travel to Manassas, VA location for furniture inventory tasks as required
Minimum Qualifications:
- Excellent active listening and verbal communication skills.
- Strong business writing ability.
- Flexible and adaptable attitude.
- Must be detail oriented with good organizational skills.
- Outstanding customer service skills; able to maintain a professional demeanor during stressful encounters with customers or amid crisis situations.
- Ability to prioritize situations and dispatch appropriate resources using email and/or telephone communications.
- Ability to work in a high-paced environment with rapidly changing priorities and the ability to adapt and manage the new priorities.
- Ability to elicit cooperation from a wide variety of stakeholders; and
- Ability to discuss technical issues with non-technical, executive-level government officials.
- Ability to be stand or walk for extended periods of time in internal and external working environments.
- Ability to walk, sit, use hands and fingers, reach with hands and arms, climb, balance, stoop, kneel, crouch, crawl, reach, stand, push, pull, lift, finger, grasp, feel, talk, hear, and make repetitive motions.
- Ability of exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
- Flexible and adaptable
*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at recruiting@gapsi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.
GAP Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.
